Collections Associate (part-time) in London

Join flatfair as a Collections Associate to assist with the recovery of outstanding payments from tenants. As the Collections Associate, you'll play a crucial role in minimising losses and providing exceptional customer service to our tenants, landlords, and agents.

What you’ll be doing day to day:

• Lead outbound communication with tenants, keeping them informed of the status of their end-of-tenancy charges and collecting outstanding payments.
• Contact tenants with outstanding payments to arrange payment or organise a payment plan as appropriate.
• Ensure we have an accurate record of the status of all our collections accounts, keeping all documentation and electronic records in pristine condition.
• Build out reporting to monitor scheduled payments and follow up with customers as required to ensure all agreed payments are made on time.

Your impact at flatfair:

• Support the commercial success of the business by reducing losses through outstanding debt.
• Reduce our risk by ensuring all Collections processes are followed and SLAs met.
• Help improve the Collections process as it continues to evolve by providing continual feedback and testing new approaches.

What you’ll bring to the role:

• A highly professional and resilient customer service professional with experience working in B2C consumer collections or debt recovery.
• This role will involve a high level of outbound calling, so you’ll be a confident communicator able to build rapport quickly.
• Comfortable and incentivised by working towards clear targets.
• An eye for detail - whether it’s accurate notes on every customer interaction or perfectly penned written communications.
• A desire to continuously learn and improve our service to customers and team performance drives us in Collections.
• You’ll combine empathy and resilience to ensure every customer interaction is fair, friendly, and effective.

This is a part-time role (25 hours a week) and you will need to be available a minimum of 4 days a week. We value diversity and welcome applicants with varying backgrounds and experiences. Even if you don’t meet all the requirements, you could still be a great fit. Apply now if you believe you can excel in this position.

What you’ll get in return:

• Annual 10% bonus, payable quarterly.
• 25 days holiday plus an extra day for every year you’re part of the flatfam.
• Monthly well-being allowance from Juno.
• £1,500 personal L&D pot each year (CICM, AI upskilling, you choose) plus unlimited access to LinkedIn Learning from day one.
• Employee recognition scheme and Employee of the Month award.
• A culture of building fast, learning faster - flat hierarchy, no silos, everyone’s voice heard.
• The satisfaction of making renting fairer and more flexible for thousands.

Salary: £25 - 27,000 (pro rata) depending on experience.

Location: Hybrid (travel to our central London office once a week).

About us:

In the UK, £5.2 billion is locked up in traditional deposit schemes that currently offer a poor experience for all parties. Our vision is to change that and make every rental experience positive for landlords, agents, and tenants - through choice, fairness, and transparency. Our solution allows tenants to secure a new home with a small check-in fee instead of paying for a costly deposit, whilst giving landlords up to double the protection of traditional deposits. Over the last 5 years, we’ve helped over 30,000 tenants save £25 million in upfront costs and provided increased rental protection on 2,000 properties. As well as improving our core product, we’re identifying, testing, and launching new innovations to make every rental experience a positive one.