Client Operations Manager - Property Maintenance UK

LSR Services Group is a London-based property maintenance and facilities management company supporting property managers, managing agents, landlords and commercial clients across London.

We are looking for an experienced Client Operations Manager to take ownership of client accounts and coordinate maintenance works from the initial enquiry and quotation stage through to completion.

This is not purely an administrative role.

The position combines client account management, maintenance coordination, estimating, procurement and contractor management. You must have enough technical understanding of property maintenance to assess job requirements, ask the right questions, help prepare accurate quotations and confidently coordinate engineers.

Previous experience within property maintenance, facilities management, construction, M&E or a related maintenance environment is essential.

Main Responsibilities

• Manage incoming maintenance requests from UK-based clients
• Act as the main point of contact for assigned client accounts
• Build strong relationships with property managers and other B2B clients
• Understand maintenance issues and establish the likely scope of works
• Review photographs, videos, engineer reports and assessment information
• Obtain additional information, measurements, access details and specifications where required
• Prepare clear scopes of work, estimates and client quotations
• Estimate labour requirements and job duration
• Identify materials, parts and equipment required for jobs
• Obtain supplier pricing
• Place material and supplier orders once works are approved
• Schedule engineers, tradespeople and subcontractors
• Speak directly with contractors regarding availability, pricing, materials and job requirements
• Issue clear job instructions and scopes to engineers
• Coordinate reactive maintenance, planned preventative maintenance and general repair works
• Coordinate larger multi-trade and refurbishment works
• Monitor jobs from booking through to completion
• Keep clients updated professionally by telephone, email and WhatsApp
• Follow up outstanding quotations and client approvals
• Help convert estimates into approved works
• Monitor jobs currently in progress and ensure agreed deadlines are being met
• Identify delays, access issues, additional works and potential problems early
• Challenge contractors where required and hold them accountable for delivery
• Chase photographs, videos, job reports, certificates, invoices and completion information
• Review completed job information before reporting back to the client
• Ensure variations and additional works are properly identified and quoted
• Maintain accurate information within CRM systems, job management software, email and shared company folders
• Take ownership of problems and resolve client or contractor issues quickly
• Support client retention and growth across assigned accounts

Technical / Maintenance Experience

We are particularly interested in candidates who have experience coordinating, estimating or managing works across some of the following areas:

• General property maintenance
• Multi-trade repairs
• Plumbing
• Heating and gas works
• Boiler servicing, repairs and installations
• Air conditioning – domestic and commercial
• Air conditioning servicing and maintenance
• Heat pumps
• Air source heat pumps
• HVAC works
• Electrical works
• Planned preventative maintenance
• Kitchens
• Bathrooms
• Refurbishment works
• Carpentry and joinery
• Fire doors
• Flooring and carpeting
• Decorating
• Damp and mould works
• General building repairs

You do not need to be a qualified engineer in every trade.

However, you must have enough practical industry knowledge to receive a maintenance request and understand:

What is likely to be required → what questions need to be asked → which trade should attend → what materials may be needed → how long the work may take → how the job should be quoted and delivered.

Essential Requirements

• Previous experience within property maintenance, facilities management, construction, M&E or a closely related industry is mandatory
• Experience coordinating engineers, tradespeople or subcontractors
• Strong understanding of how maintenance jobs are scoped, priced, scheduled and delivered
• Experience preparing or assisting with quotations and estimates
• Experience dealing with suppliers, materials or subcontractor pricing
• Experience managing B2B client relationships
• Confidence communicating with UK-based clients
• Excellent written and spoken English
• Strong organisation and follow-up skills
• Ability to manage multiple clients, quotations and live jobs simultaneously
• Strong commercial awareness
• Confidence following up estimates and asking clients for approvals
• Comfortable challenging contractors and holding them accountable
• Strong attention to detail
• Experience using CRM systems, job management software, spreadsheets and email
• Ability to work independently and take ownership of problems
• Must be able to work from our Umhlanga office

Ideal Candidate

You may previously have worked as a:

• Client Operations Manager
• Maintenance Coordinator
• Facilities Coordinator
• Property Maintenance Manager
• Maintenance Manager
• Account Manager
• Contracts Manager
• Project Coordinator
• Contracts Administrator
• Construction Coordinator
• Property Manager
• Repairs Coordinator
• Estimator
• Helpdesk Manager
• Service Coordinator
• HVAC / M&E Coordinator

We are looking for someone who is sharp, organised, commercially aware, proactive and technically confident.

You should be comfortable managing the full maintenance journey:

Client request → assessment → scope → quotation → approval → materials → scheduling → contractor management → completion → client update.

You will be expected to take ownership rather than simply pass jobs between departments.

Important: Applicants must clearly state which property maintenance, facilities management, construction, HVAC, M&E or related company they previously worked for, their position, and the types of works they were responsible for coordinating or estimating.

Please also clearly state which trades or maintenance services you have experience with.

Applications from unrelated industries without relevant maintenance or construction experience will not be considered.

Pay: R15 000,00 - R30 000,00 per month

Work Location: In person