Retail & Hospitality Coordinator/Administrator

Job Opportunity: Coordinator/Administrator Retail & Hospitality Clients
Location: Kennington London SE11 (Office-Based)
Contract: Full-Time, Permanent
Sector: Retail & Hospitality Property Maintenance
About Masterfix:
Masterfix is a leading provider of property maintenance services, delivering high-quality solutions to clients across the retail and hospitality sectors throughout the UK. We are looking for a highly organised Coordinator/Administrator to join our team and play a key role in delivering exceptional service to our valued clients.
Role Overview:
As a Coordinator/Administrator, you will be the central point of contact for our retail and hospitality clients, ensuring maintenance issues are managed swiftly and efficiently. You will be responsible for scheduling engineers, handling client queries, and ensuring all maintenance tasks are resolved to the highest standard while meeting key performance indicators (KPIs).
This is a fast-paced role that requires strong organisational skills, attention to detail, and excellent customer service abilities. Experience in the retail and hospitality reactive maintenance sector is essential to be successful in this role, as you will need to understand the urgency, compliance, and service level expectations required by these industries.
Key Responsibilities:
📞 Handling incoming calls and emails from retail and hospitality clients, logging maintenance requests.
🛠 Raising reactive and planned maintenance tasks on our system and ensuring prompt action.
📅 Scheduling engineers to attend jobs, ensuring all works are completed efficiently.
📊 Updating client portals with job progress, reports, and completion details.
œ… Ensuring maintenance tasks are resolved quickly and to customer satisfaction.
📄 Liaising with engineers, suppliers, and subcontractors to ensure smooth service delivery.
Key Performance Indicators (KPIs):
📌 Response Time: Ensuring initial response to client queries within agreed SLAs.
📌 First-Time Fix Rate: Maximising first-time resolutions to reduce repeat visits.
📌 Time to Resolve: Monitoring and reducing the time taken to complete jobs.
📌 Quality of Engineer Work: Ensuring engineers deliver high-quality, compliant repairs and maintenance.
📌 Customer Update Time: Keeping clients informed with real-time updates on job progress.
📌 Customer Service Level: Maintaining high levels of customer satisfaction through proactive and effective communication.
What We€™re Looking For:
œ” Experience in retail and hospitality reactive maintenance coordination is essential candidates without this experience will not be considered.
œ” Strong communication skills both written and verbal.
œ” Excellent organisational and multitasking abilities to manage multiple client requests.
œ” Proficiency in Microsoft Office and experience using job management systems.
œ” A customer-focused mindset with the ability to resolve issues efficiently.
œ” Ability to work under pressure in a fast-paced environment.
What We Offer:
œ… Competitive salary and benefits package.
œ… Opportunity to work with major retail and hospitality brands.
œ… A fast-paced, dynamic work environment with career growth opportunities.
œ… Supportive team culture in a thriving and expanding business.
How to Apply:
If you have experience in retail and hospitality reactive maintenance and are looking for a role where you can make a real impact, we€™d love to hear from you!
Masterfix is an equal opportunity employer. We welcome applications from all qualified candidates and are committed to creating an inclusive and supportive workplace.