At a Glance
- Tasks: Lead a dynamic team in managing end-of-tenancy cases and enhancing customer experiences.
- Company: Join flatfair, a forward-thinking company transforming the lettings industry.
- Benefits: Enjoy competitive salary, performance bonuses, equity options, and generous leave.
- Other info: Hybrid role with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving processes and supporting your team in a fast-paced environment.
- Qualifications: Experience in case management and team leadership is essential.
The predicted salary is between 37800 - 46200 £ per year.
We’re looking for a hands-on Customer Operations Manager to lead our six-person End of Tenancy team. This is a case management operation rather than a traditional customer support team. The work involves reviewing information, applying judgement and making decisions, as well as communicating clearly with customers and partners. Reporting to the Head of Customer Operations, you’ll be responsible for the team’s day-to-day performance, quality and workload. You’ll stay close to the detail, support more complex cases and step in where needed to keep work moving and standards high.
Your impact at flatfair:
- Lead the day-to-day performance of the End of Tenancy team, including workload, capacity, quality and service levels.
- Coach and support the team to make clear, consistent decisions and handle more complex cases confidently.
- Review escalated or unusual cases and provide guidance where judgement is needed.
- Keep work moving by spotting blockers, balancing priorities and stepping in when the team needs support.
- Use performance data and case trends to identify where processes, guidance or training need to improve.
- Work closely with the Head of Customer Operations and other teams to improve workflows, automation and the overall customer experience.
About you:
- Strong experience in a case handling environment where you’ve had to review information, apply judgement and make decisions, rather than simply respond to customer queries.
- Experience managing or leading a customer-facing or case handling team.
- Comfortable managing performance, giving feedback and developing people.
- Happy to stay close to the work and get involved in difficult or unusual cases when needed.
- Organised and confident managing competing priorities in a busy operational environment.
- Comfortable using data to understand performance and decide where to focus attention.
Your experience could come from claims, complaints, disputes, financial services, property, legal services or another case-based environment. You don’t need previous lettings or PropTech experience.
Benefits of joining flatfair:
- Competitive base salary and performance bonus.
- Equity in the business via our EMI scheme.
- Enhanced salary-sacrifice pension contribution.
- 25 days annual leave, plus an extra day for every year at flatfair.
- Monthly wellbeing allowance and private medical insurance through Vitality.
This is a hybrid role with regular time in our London office.
About flatfair:
The lettings industry hasn’t evolved fast enough. For tenants, it’s often opaque and financially restrictive. For agents and landlords, it can be complex, fragmented and inefficient. We believe renting should be built on transparency, choice and simplicity for everyone involved. Established in 2016, flatfair is re-imagining how the rental ecosystem works. We’ve built and scaled a product used by tens of thousands of tenants and partners across the UK, helping reduce upfront costs for tenants while providing stronger protection for landlords. We’re now entering our next phase, expanding our platform and improving how we support customers across the whole rental journey.
Customer Operations Manager: Case Management in London employer: Flatfair Limited.
At flatfair, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Customer Operations Manager, you'll not only lead a dedicated team but also have access to competitive salaries, performance bonuses, and equity opportunities, all while working in a dynamic hybrid environment in London. We are committed to your professional growth, offering ample training and development resources to ensure you thrive in your role and contribute to our mission of transforming the lettings industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager: Case Management in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flatfair Limited.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flatfair Limited. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Manager: Case Management in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flatfair Limited.:Your cover letter is your chance to shine! Tell us why you want to work at Flatfair Limited. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flatfair Limited.!
How to prepare for a job interview at Flatfair Limited.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
