Customer Support Associate (End of Tenancy)

• Join flatfair as a Customer Support Associate! Deliver exceptional service to tenants, landlords, and agents while helping to improve the rental experience. Apply now and make a real impact!
• 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
• 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

Benefits

• Top-notch tech - Whatever gear you need to best do your thing (Macs / PCs, iphones / Android etc)
• Holidays - 25 days holiday a year (plus UK public holidays), and we encourage you to use them all up!
• Personal development - Following a motivating career path, we value growth from within the business and encourage people to step up
• Share options - Our staff are helping us build something amazing, so we want to share flatfair’s success with our team
• Learning and training - We’ll contribute towards training courses and conferences that help you learn and grow professionally and personally

• We’re looking for exceptional people to join our team and help us keep delivering outstanding customer experiences
• We’ll provide all the training and support you need to thrive in this role
• 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
• Thrives in a fast-paced environment – You’re adaptable, resilient, and comfortable working within evolving systems and processes
• 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
• Is highly organised and detail-oriented – You can manage multiple cases at once, keeping track of key details and following through to resolution
• Understands regulatory and compliance frameworks (preferred but not essential) – Experience working with ombudsman-led processes, tenancy disputes, or compliance-driven environments is a plus