Customer Support Associate End of Tenancy (hybrid)
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Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
As a Customer Support Associate youll be at the heart of providing top-tier service to our tenants landlords agents and partners ensuring their needs are met quickly and effectively. Youll also be the go-to person for managing complex queries complaints and escalations helping to ensure fair and consistent outcomes.
At flatfair were on a mission to make renting easier fairer and more accessible for everyone. With over 1700 reviews on Trustpilot were doing things differentlyand were just getting started! Were looking for exceptional people to join our team and help us keep delivering outstanding customer experiences.
What Youll Be Doing
Manage complaints and complex queries Handle escalated cases disputed charges and sensitive situations with confidence applying sound judgment to reach fair resolutions.
Become an expert in end-of-tenancy procedures Navigate disputes adjudications and deposit-related concerns applying a balanced approach that protects all stakeholders.
Work within a framework with clear SLAs Ensure processes align with relevant industry standards legal requirements and ombudsman guidelines supporting compliance and best practices.
Be a communication hub Work closely with tenants landlords and agents ensuring all parties receive timely updates and clear well-explained resolutions.
Deliver outstanding customer service Provide clear empathetic and solution-focused support via email live chat and phone ensuring every interaction is handled professionally and efficiently.
Spot opportunities for improvement Identify recurring issues and work with the wider team to suggest and implement enhancements to our processes driving better customer outcomes.
About You
Well provide all the training and support you need to thrive in this role. Were looking for someone who:
Has experience in complaints resolution or complex case handling Youve worked in a customer service case management or dispute resolution role ideally within a regulated industry such as financial services insurance housing or utilities.
Can handle difficult conversations with confidence Youre skilled at managing challenging situations de-escalating complaints and ensuring fair balanced outcomes.
Has excellent written and verbal communication skills You can explain complex matters clearly and concisely ensuring customers feel informed and reassured.
Is highly organised and detail-oriented You can manage multiple cases at once keeping track of key details and following through to resolution.
Thrives in a fast-paced environment Youre adaptable resilient and comfortable working within evolving systems and processes.
Understands regulatory and compliance frameworks (preferred but not essential) Experience working with ombudsman-led processes tenancy disputes or compliance-driven environments is a plus.
About Us
At flatfair were changing the way people rent. Our innovative deposit-free model helps tenants secure a home without large upfront costs while offering landlords greater the last seven years weve helped over 30000 tenants save 25 million in upfront costsand were just getting started.
As we continue to grow were looking for passionate individuals who want to make a real impact on the rental experience and be part of an ambitious fast-moving team.
Our Benefits
Starting salary up to 27000 depending on experience
10% annual bonus
25 days annual leave plus an extra day for every year youre part of the team
1500 personal development budget
Monthly well-being allowance
Private medical insurance with Vitality
If youre looking to join a company that values innovation fairness and putting people first flatfair is the place for you. Ready to make a difference Apply now!
Key Skills
- Electrical Engineering
- SQL
- Active Directory
- VMware
- OS
- Windows
- Trouble Shooting
- Linux
- SAN
- Java
- Technical Assistance
- Setup
- hardware
- Technical Support
- Software support
About Company
For a long time, deposits were the only type of rental security that could be trusted.We’ve developed an innovative rental solution that gives landlords up to double the protection and lowers move-in costs for tenants.
