At a Glance
- Tasks: Deliver exceptional support to tenants, landlords, and agents while managing complex queries and complaints.
- Company: Join flatfair, a fast-growing company revolutionising the rental experience.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic team environment with a mission to improve renting for everyone.
- Why this job: Make a real impact on the rental experience and help create fair outcomes.
- Qualifications: Experience in customer service or dispute resolution is preferred.
The predicted salary is between 30000 - 40000 £ per year.
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.
End of Tenancy Support & Disputes Specialist employer: flatfair
At flatfair, we pride ourselves on being an exceptional employer that champions innovation and fairness in the rental industry. Our dynamic work culture fosters collaboration and personal growth, offering employees the chance to make a meaningful impact while enjoying comprehensive support and development opportunities. Located in a vibrant area, we provide a fast-paced environment where your contributions are valued, and your career can flourish alongside our ambitious team.
StudySmarter Expert Advice🤫
We think this is how you could land End of Tenancy Support & Disputes Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’d handle difficult conversations or complex cases, and practice your responses. We want you to shine when discussing your experience in complaints resolution and customer service.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to explain your thought process clearly and concisely. We’re looking for candidates who can articulate their ideas well, so don’t hold back on showcasing your verbal prowess.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our mission to improve the rental experience.
We think you need these skills to ace End of Tenancy Support & Disputes Specialist
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight any experience you have in complaints resolution or case management. We want to see how you've handled tricky situations before, especially in regulated industries like financial services or housing.
Communicate Clearly:Your written application should reflect your excellent communication skills. Keep it clear and concise, just like you would when explaining complex matters to customers. Remember, we’re looking for someone who can make things easy to understand!
Be Organised:Since the role involves managing multiple cases, show us your organisational skills! Mention any tools or methods you use to keep track of details and ensure nothing slips through the cracks.
Embrace the Fast-Paced Environment:Let us know how you thrive in a fast-paced setting. Share examples of how you've adapted to changes or managed your workload effectively. We love candidates who can keep up with our dynamic team!
How to prepare for a job interview at flatfair
✨Know Your Stuff
Make sure you brush up on your knowledge of end-of-tenancy procedures and dispute resolution. Familiarise yourself with common complaints and how to handle them effectively. This will show that you're not just interested in the role, but that you understand the complexities involved.
✨Practice Difficult Conversations
Since this role involves handling challenging situations, practice how you would approach difficult conversations. Role-play with a friend or family member to build your confidence in de-escalating complaints and ensuring fair outcomes. This will help you feel more prepared when faced with tough scenarios during the interview.
✨Showcase Your Communication Skills
Prepare examples that highlight your excellent written and verbal communication skills. Think of times when you explained complex matters clearly to customers or colleagues. Being able to articulate your thoughts concisely will demonstrate your ability to keep all parties informed and reassured.
✨Be Organised and Detail-Oriented
Bring a notebook or digital device to jot down key points during the interview. Show that you can manage multiple cases by discussing how you've kept track of details in previous roles. This will illustrate your organisational skills and your ability to follow through to resolution, which is crucial for this position.
