Requirements
- 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 ,
- 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 ,
- If you’re looking to join a company that values innovation, fairness, and putting people first, flatfair is the place for you
What the job involves
- Join flatfair as a Customer Support Associate! Deliver exceptional service to tenants, landlords, and agents while helping to improve the rental experience ,
- 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 ,
- 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
