Customer Operations Manager: Case Management

Flatfair Limited.; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Performance bonus

Equity via EMI scheme

Enhanced pension contribution

25 days annual leave + longevity

Wellbeing allowance

Private medical insurance

Job summary

flatfair Ltd. is seeking a hands-on Customer Operations Manager to lead the End of Tenancy team in a case-management focused role. You will oversee day-to-day performance, quality and workload, staying close to the detail and stepping in to resolve complex cases while maintaining high standards.

You’ll report to the Head of Customer Operations and collaborate with other teams to improve workflows, automation and the overall customer experience. Hybrid role with regular London office presence.

Qualifications

• Experience in a case handling environment requiring judgement and decision-making.
• Experience leading a customer-facing or case handling team.
• Ability to manage performance, give feedback and develop people.
• Willingness to stay close to the work and handle difficult or unusual cases as needed.
• Strong organisational skills in a busy operational setting.
• Comfort using data to analyse performance and direct focus.

Responsibilities

• Lead day-to-day performance of the End of Tenancy team, including workload, capacity, quality and service levels.
• Coach and support the team to make clear, consistent decisions and handle more complex cases.
• Review escalated or unusual cases and provide guidance where judgement is needed.
• Keep work moving by spotting blockers, balancing priorities and stepping in when needed.
• Use performance data to identify where processes, guidance or training can improve.
• Collaborate with Head of Customer Operations and other teams to improve workflows, automation and the overall customer experience.

Skills

Case handling

People management

Data-driven decisions

Hybrid work

Job description

We’re looking for a hands‑on Customer Operations Manager to lead our six‑person End of Tenancy team.

This is a case management operation rather than a traditional customer support team. The work involves reviewing information, applying judgement and making decisions, as well as communicating clearly with customers and partners.

Reporting to the Head of Customer Operations, you’ll be responsible for the team’s day‑to‑day performance, quality and workload. You’ll stay close to the detail, support more complex cases and step in where needed to keep work moving and standards high.

Your impact at flatfair

• Lead the day‑to‑day performance of the End of Tenancy team, including workload, capacity, quality and service levels.

• Coach and support the team to make clear, consistent decisions and handle more complex cases confidently.

• Review escalated or unusual cases and provide guidance where judgement is needed.

• Keep work moving by spotting blockers, balancing priorities and stepping in when the team needs support.

• Use performance data and case trends to identify where processes, guidance or training need to improve.

• Work closely with the Head of Customer Operations and other teams to improve workflows, automation and the overall customer experience.

About you

• Strong experience in a case handling environment where you’ve had to review information, apply judgement and make decisions, rather than simply respond to customer queries.

• Experience managing or leading a customer‑facing or case handling team.

• Comfortable managing performance, giving feedback and developing people.

• Happy to stay close to the work and get involved in difficult or unusual cases when needed.

• Organised and confident managing competing priorities in a busy operational environment.

• Comfortable using data to understand performance and decide where to focus attention.

Your experience could come from claims, complaints, disputes, financial services, property, legal services or another case‑based environment. You don’t need previous lettings or PropTech experience.

Benefits of joining flatfair

• Competitive base salary and performance bonus

• Equity in the business via our EMI scheme

• Enhanced salary‑sacrifice pension contribution

• 25 days annual leave, plus an extra day for every year at flatfair

• Monthly wellbeing allowance and private medical insurance through Vitality

This is a hybrid role with regular time in our London office.

About flatfair

The lettings industry hasn’t evolved fast enough.

For tenants, it’s often opaque and financially restrictive. For agents and landlords, it can be complex, fragmented and inefficient. We believe renting should be built on transparency, choice and simplicity for everyone involved.

Established in 2016, flatfair is re‑imagining how the rental ecosystem works. We’ve built and scaled a product used by tens of thousands of tenants and partners across the UK, helping reduce upfront costs for tenants while providing stronger protection for landlords.

We’re now entering our next phase, expanding our platform and improving how we support customers across the whole rental journey.