Customer Support Associate – End of Tenancy

🕒 April 23

🏢🏡 London – Hybrid

💵 £27k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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flatfair

WebsiteLinkedInAll Job Openings

11 - 50 employees

💸 Finance

🏠 Real Estate

🤝 B2B

💰 $11M Series A on 2019-08

Finance • Real Estate • B2B

flatfair is a company that provides an all-in-one tenancy deposit platform designed for letting agents, landlords, and tenants. The platform offers traditional deposit solutions alongside an innovative deposit alternative that allows tenants to reduce their upfront move-in costs while providing landlords with protection for up to 10 weeks. Additionally, flatfair streamlines the deposit process for agents, saving them time and improving compliance, making it an essential tool in the rental market.

📋 Description

• Support the end of tenancy process by validating charges, auditing the required documentation and documenting next steps as required • 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

🎯 Requirements

• Has experience in complaints resolution or complex case handling • Can handle difficult conversations with confidence • Has excellent written and verbal communication skills • Is highly organised and detail-oriented • Thrives in a fast-paced environment • Understands regulatory and compliance frameworks (preferred but not essential)

🏖️ Benefits

• 10% annual bonus • 25 days annual leave, plus an extra day for every year you're part of the team • £1,500 personal development budget • Monthly well-being allowance • Private medical insurance with Vitality