At a Glance
- Tasks: Help tenants and landlords by resolving queries via email, live chat, and calls.
- Company: Join a forward-thinking company transforming the rental experience.
- Benefits: Competitive salary, bonus, generous leave, and personal development budget.
- Other info: Hybrid role with clear paths for career progression and personal growth.
- Why this job: Make a real difference in customer experiences while growing your skills.
- Qualifications: Experience in customer support and a proactive attitude are essential.
The predicted salary is between 26500 - 26500 £ per year.
Our Customer Support team helps tenants, letting agents, landlords and partners get the best from flatfair. From activating new plans to managing existing ones and resolving questions or problems, you’ll take ownership of customer requests across email, live chat and inbound calls. You’ll manage customer queries from first contact through to resolution. There’s always work to do, and we’re looking for people who’ll go and find it. If one channel is quiet, you’ll move to the next priority, pick up what needs doing and keep things moving.
We’re looking for experienced customer support people who enjoy taking ownership of their workload, care about getting results and take pride in doing a great job for the customer.
What you'll be doing:
- Respond to requests from tenants, agents, landlords and other partners across email, live chat and inbound calls.
- Take ownership of customer queries from first contact through to resolution, keeping work moving and following up where needed.
- Manage a varied queue of customer requests, moving between channels and priorities depending on where support is needed.
- Work towards clear measures of productivity, quality and customer outcomes.
- Support the tenancy activation process by validating reference information against platform records, raising discrepancies with agents and coordinating resolution to ensure timely progression.
- Build expert knowledge of our products, processes and workflows so you can resolve more queries independently.
- Spot when something is blocking progress and take action to move it forward.
- Work closely with the wider Customer Support team and other departments to deliver the best possible outcome for our customers.
- Share ideas that help us improve the customer experience and the way the team works.
About you:
- Recent experience in a dedicated customer support role, supporting customers through channels such as email, phone or live chat.
- Comfortable managing a queue, caseload or volume of customer requests and taking responsibility for your own productivity.
- Proactive and self-motivated. You notice what needs doing and get on with it rather than waiting for work to be assigned.
- Results-focused, with a genuine sense of satisfaction from resolving queries, hitting goals and completing work to a high standard.
- Comfortable working towards targets and using feedback or performance data to improve.
- Someone who cares about both how much they get through and how well they do it.
- Strong ownership and accountability. If you take on a customer issue, you see it through.
- Able to work quickly without losing attention to detail or compromising the customer experience.
- Empathetic and customer-focused, with good judgement about when a conversation needs additional care or attention.
- Resilient and comfortable adapting when priorities, processes or products change.
- A clear communicator who can build rapport and bring their personality to work.
- Confident navigating multiple systems, processes and workflows at the same time.
- Curious and willing to learn, with the drive to build your knowledge and become increasingly independent.
Your current or recent job title might be Customer Support Executive, Customer Support Advisor, Customer Operations, Customer Experience, Helpdesk, Service Desk, Contact Centre Advisor, Client Support or something similar. Please note that, given the nature of this role, we're looking for candidates with professional experience in a dedicated customer support environment.
Location: Hybrid, with 1 day a week working from our office in central London.
Development & progression:
We have a clear structure for growth within Customer Support. As you develop, you'll build deeper product knowledge, strengthen your communication and problem-solving skills, and take on more complex customer situations. Good performance should open doors. There are opportunities to progress within Customer Support and, as flatfair grows, to build a career elsewhere in the business too. We'll work with you to understand your strengths, ambitions and the skills you need to take your next step.
About us:
In the UK, billions of pounds are locked up in traditional deposit schemes that can create a poor experience for landlords, agents and tenants. Our vision is to change that and make every rental experience positive. Our solution allows tenants to secure a new home with a small check-in fee instead of paying a costly traditional deposit, while giving landlords increased protection. We're continuing to improve our core product while identifying, testing and launching new ways to make renting better for everyone involved.
Our benefits:
- A starting salary of £26,500.
- 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 wellbeing allowance and private medical insurance with Vitality.
Customer Support Associate (hybrid) 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 Support Associate (hybrid) 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 Support Associate (hybrid) 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.
