This month, we are highlighting Grace, a key member of the ECS Service Coordination team. Working at the heart of some of our most prestigious and technically complex London Estate accounts, Grace plays an essential role in keeping projects moving, engineers aligned, and clients fully supported. We spoke with her about the realities of balancing reactive call-outs with planned maintenance, and what it takes to keep everything running smoothly across multiple high-pressure sites.

How would you describe your role at ECS?

My role at ECS is all about coordination, communication and expecting the unexpected. Managing high-profile London Estate accounts means making sure our clients always feel supported, whether it is handling planned maintenance or responding quickly to urgent call outs.

Balancing reactive issues with scheduled servicing comes down to organisation and prioritisation. Things can change very quickly in this industry, so it is important to stay calm, adapt when needed and make sure nothing important slips through the cracks. It can definitely be challenging at times, but we always find a way to make it work.

What do you think is most important when managing these high-profile client relationships?

For me, it is all about reliability and communication. Our clients need to know they can depend on us to respond quickly, keep them informed and always follow through on what we say we will do.

Accurate paperwork and reporting are also incredibly important. Our engineering team are excellent at identifying potential issues early and flagging anything that may need attention before it escalates further. Even when an issue has been resolved, maintaining clear records and keeping the client informed helps to build long-term trust and ensures continuity of service.

How do you keep engineers organised and working efficiently across London?

Every estate operates slightly differently, so understanding each site’s specific requirements and expectations is key. Clear communication between clients and engineers is a huge part of the role, making sure everyone has the right information at the right time.

Planning the engineers’ diaries efficiently is also essential, while still allowing flexibility for urgent call outs that inevitably arise throughout the day. Building strong working relationships with the engineers makes a huge difference too. When everyone is working together and communicating well, it creates a much better experience for both our clients and the wider team.

What do you think helps keep the team motivated when the pressure is on?

When workloads become particularly busy, I think it is important to focus on priorities and make sure urgent issues are always dealt with first. There will always be an opportunity to revisit tasks that need to be temporarily set aside.

Our engineers are brilliant at keeping me updated throughout the day and communicating any concerns early, which allows us to work together to resolve problems quickly and reduce pressure where possible. Having that level of teamwork and support makes a big difference in a fast-paced environment like ours.

If your colleagues described you in three words, what do you think they would say?

I would hope they would say organised, reliable and proactive.

I cannot think of one particular situation that sums up the role because every day can be completely different, but I think the fact that colleagues will often come to me when there is an issue at a high-priority site, even if it is not directly one of my accounts, reflects the trust they have in me to help get things resolved quickly and efficiently.

A big part of the role is thinking on your feet and doing your best to make the impossible possible.

What are you most looking forward to over the next twelve months?

I am looking forward to seeing the business continue to grow and strengthening the relationships we already have with our clients. We work with some incredible estates across London, and it is rewarding to see the level of trust our clients place in us.

The aim is to continue growing while maintaining the personal, responsive service that defines ECS and ensures our clients receive consistently high standards of support.

We would like to thank Grace for her continued commitment and the professionalism she brings to her role. Her ability to coordinate complex workloads, support engineering teams and maintain strong client relationships is integral to the smooth delivery of our services. We are proud to have her as part of ECS and look forward to her continued success within the business.