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Reports to: Client Account Manager
Location: Central London Prime Residential
Shift pattern: Monday to Friday - 8am to 5pm 40 hours (5 days in office)
Be that person who inspires excellence.
Masterfix deliver exceptional property maintenance services. We serve residential and commercial managing agents, landlords and freeholders, retailers, hospitality providers, insurers and policyholders. Our range of in-house services and genuine single source service delivery is unrivalled in our marketplace.
At Masterfix, the Maintenance Coordinator position is a key role in our busy London City Office. The position is at the forefront of converting customer enquiries into job bookings, utilising effective sales techniques. The role also coordinates our top tier engineers to attend clients properties and is key to excellent service management.
Act like an owner and put customers first.
What youre responsible for:
- Be the first point of contact for all customers, clients and engineers through various communication methods including telephone, email and online databases/portals.
- Assist the Service Delivery Manager in supporting engineers with technical trades-based advice to ensure that we consistently deliver exceptional services to all our customers and clients, along with the delivery of sales, margin, profit, and customer service targets.
- Ensure that all jobs are raised, allocated and managed on the database within agreed timescales.
- Ensure that all engineers are providing timely and accurate electronic worksheets/timesheets, paper-based documents, and detailed reports.
- Ability to read reports and escalate failures in the correct manner and assists in the resolution of any client-related issues or disputes.
- Skilled diary management and building relationships with engineers to ensure that we continue to deliver exceptional property services.
- Build relationships with customers and clients to meet agreed Net Promotor Scores (NPS) along with adhering to KPIs and SLAs.
- Ideally with 2 years experience in a similar residential led or FM business.
- An understanding of multiple trades including electrical, mechanical and fabric trades, paired with excellent Microsoft office, spoken and written English skills.
- Experience of working in an online based job, with a strong diary management system/database and geographical understanding of London.
- Unphased by working in a fast-paced environment.
- Experience dealing with high-end properties and smart homes. (desirable)
- Understanding of mechanical equipment- FCUs, HIUs, BMS, MVHRs and Smart Controls (desirable)
- 25 days annual holiday (plus Bank Holidays or alternative days)
- Financial Wellness scheme
- Retail and Hospitality discounts
- Pension Scheme
- Moving to modern Southwest London office in early 2025
- Regular Social Events
Your core qualities and attributes
To be a good team player who takes pride in their work and is willing to collaborate across the business while doing their best to always get a positive outcome from any work they carry out. Must be able to communicate well both verbally and digitally as detailed reports are required for all jobs. To be polite and considerate as most of the day will be spent interacting with customers and members of the public. Must be calm under pressure and always willing to help. Be consistent in terms of attitude, attendance, timekeeping and workmanship.
