Customer Support Associate - End of Tenancy (hybrid)

As a Customer Support Associate , you’ll be at the heart of providing top-tier service to our tenants, landlords, agents, and partners, ensuring their needs are met quickly and effectively. You’ll also be the go-to person for managing complex queries, complaints, and escalations, helping to ensure fair and consistent outcomes.

At flatfair, we’re on a mission to make renting easier, fairer, and more accessible for everyone. With over 1,700 reviews on Trustpilot, we’re doing things differently - and we’re just getting started! We’re looking for exceptional people to join our team and help us keep delivering outstanding customer experiences.

What You’ll Be Doing

• 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.

About You

We’ll provide all the training and support you need to thrive in this role. We’re looking for someone who:

• Has experience in complaints resolution or complex case handling – You’ve 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 – You’re 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 – You’re 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, we’re changing the way people rent. Our innovative deposit‑free model helps tenants secure a home without large upfront costs while offering landlords greater protection. In the last seven years, we’ve helped over 30,000 tenants save £25 million in upfront costs—and we’re just getting started.

As we continue to grow, we’re 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

• On target salary up to £29,000 (base + 10% bonus payable quarterly)
• 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

If you’re looking to join a company that values innovation, fairness, and putting people first, flatfair is the place for you.

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