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- Tasks: Provide top-tier support to tenants, landlords, and agents during the end of tenancy process.
- Company: Join flatfair, a game-changer in the rental industry with a mission to make renting fairer.
- Benefits: Starting salary up to £27,000, annual bonus, 25 days leave, and personal development budget.
- Other info: Be part of an ambitious team that values innovation and fairness.
- Why this job: Make a real impact on the rental experience while working in a dynamic, supportive environment.
- Qualifications: Experience in customer service or complaints resolution, excellent communication skills, and detail-oriented.
The predicted salary is between 27000 - 27000 £ per year.
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.
What You’ll Be Doing
- 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.
About You
We’ll provide all the training and support you need to thrive in this role. We’re looking for someone who:
- 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.
About Us
At flatfair, we’re changing the way people rent. Our innovative deposit-free model helps tenants secure a home without large upfront costs while offering landlords greater protection. In the last seven years, we’ve helped over 30,000 tenants save £25 million in upfront costs—and we’re just getting started.
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.
Our Benefits
- Starting salary up to £27,000, depending on experience.
- 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 well-being allowance.
- Private medical insurance with Vitality.
If you’re looking to join a company that values innovation, fairness, and putting people first, flatfair is the place for you. Ready to make a difference? Apply now!
Customer Support Associate - End of Tenancy (hybrid) in London employer: flatfair
Contact Detail:
flatfair Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Associate - End of Tenancy (hybrid) in London
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into flatfair's mission and values. Understanding what makes us tick will help you connect with the team and show that you're genuinely interested in being part of our journey.
✨Tip Number 2
Practice your communication skills! As a Customer Support Associate, you'll need to handle complex queries and complaints. Role-play with a friend or family member to get comfortable explaining tricky situations clearly and confidently.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully managed difficult conversations or resolved complaints. Be ready to share these stories during your interview to demonstrate your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and keen to join our amazing team at flatfair!
We think you need these skills to ace Customer Support Associate - End of Tenancy (hybrid) in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in customer service and complaint resolution. We want to see how your skills align with our mission to provide outstanding support to tenants and landlords.
Showcase Your Communication Skills: Since you'll be handling complex queries and complaints, it's crucial to demonstrate your excellent written communication skills. Use clear and concise language in your application to show us you can explain complex matters effectively.
Highlight Your Organisational Skills: We’re looking for someone who can juggle multiple cases at once. In your application, mention any experience you have with managing various tasks or projects simultaneously, as this will show us you're detail-oriented and organised.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and culture.
How to prepare for a job interview at flatfair
✨Know Your Stuff
Before the interview, make sure you understand the end-of-tenancy process inside out. Familiarise yourself with common complaints and resolutions in the rental industry. This will help you demonstrate your expertise and show that you're ready to tackle complex queries.
✨Practice Empathy
Since you'll be dealing with tenants and landlords, practice how to handle difficult conversations with empathy. Role-play scenarios where you de-escalate complaints or explain complex issues clearly. This will help you convey confidence and understanding during the interview.
✨Showcase Your Organisation Skills
Be prepared to discuss how you manage multiple cases and keep track of details. Bring examples from your past experience where your organisational skills led to successful outcomes. This will highlight your ability to thrive in a fast-paced environment.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company’s mission and values. Inquire about their approach to improving customer experiences or how they handle compliance. This demonstrates your enthusiasm for the role and aligns with flatfair's commitment to innovation and fairness.