Customer Support Associate

flatfair; Greater London; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Top-notch tech

Holidays 25 days

Personal development

Share options

Learning and training

Job summary

flatfair is hiring for a Customer Support role in Greater London. You will assist tenants, letting agents, landlords and partners, handling inquiries via email, live chat and phone.

You’ll own requests from first contact to resolution and shift between channels as priorities evolve to keep progress moving. You’ll build product knowledge and collaborate across teams to improve the customer experience, aiming for high-quality outcomes while meeting productivity targets.

Qualifications

• Recent experience in a dedicated customer support environment (email/live chat/calls).
• Experience handling multiple channels and ownership from first contact to resolution.
• Ability to prioritise tasks and respond to changing priorities.
• Strong communication and empathy when dealing with customers.

Responsibilities

• Respond to requests across email, live chat and inbound calls.
• Take ownership from first contact through to resolution.
• Manage a varied queue of customer requests and shift priorities as needed.
• Work toward productivity, quality and customer outcomes.
• Build expert knowledge of our products, processes and workflows to resolve queries independently.
• Collaborate with other departments to deliver the best outcomes for customers.

Skills

Customer support

Ownership

Prioritization

Communication

Empathy

Tools

CRM systems

Job description

• Our Customer Support team helps tenants, letting agents, landlords and partners get the best from flatfair
• From activating new plans to managing existing ones and resolving questions or problems, you’ll take ownership of customer requests across email, live chat and inbound calls
• You’ll manage customer queries from first contact through to resolution. There’s always work to do, and we’re looking for people who’ll go and find it. If one channel is quiet, you’ll move to the next priority, pick up what needs doing and keep things moving
• Respond to requests from tenants, agents, landlords and other partners across email, live chat and inbound calls
• Take ownership of customer queries from first contact through to resolution, keeping work moving and following up where needed
• Manage a varied queue of customer requests, moving between channels and priorities depending on where support is needed
• Work towards clear measures of productivity, quality and customer outcomes
• Support the tenancy activation process by validating reference information against platform records, raising discrepancies with agents and coordinating resolution to ensure timely progression
• Build expert knowledge of our products, processes and workflows so you can resolve more queries independently
• Spot when something is blocking progress and take action to move it forward
• Work closely with the wider Customer Support team and other departments to deliver the best possible outcome for our customers
• Share ideas that help us improve the customer experience and the way the team works
• We have a clear structure for growth within Customer Support. As you develop, you’ll build deeper product knowledge, strengthen your communication and problem-solving skills, and take on more complex customer situations
• Good performance should open doors. There are opportunities to progress within Customer Support and, as flatfair grows, to build a career elsewhere in the business too. We’ll work with you to understand your strengths, ambitions and the skills you need to take your next step

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

For this role, we’re specifically looking for people with recent experience working in a dedicated Customer Support, Customer Operations or similar support environmentWe’re looking for experienced customer support people who enjoy taking ownership of their workload, care about getting results and take pride in doing a great job for the customerResilient and comfortable adapting when priorities, processes or products changeComfortable working towards targets and using feedback or performance data to improveStrong ownership and accountability. If you take on a customer issue, you see it throughComfortable managing a queue, caseload or volume of customer requests and taking responsibility for your own productivityResults-focused, with a genuine sense of satisfaction from resolving queries, hitting goals and completing work to a high standardCurious and willing to learn, with the drive to build your knowledge and become increasingly independentRecent experience in a dedicated customer support role, supporting customers through channels such as email, phone or live chatProactive and self-motivated. You notice what needs doing and get on with it rather than waiting for work to be assignedEmpathetic and customer-focused, with good judgement about when a conversation needs additional care or attentionSomeone who cares about both how much they get through and how well they do itA clear communicator who can build rapport and bring their personality to workAble to work quickly without losing attention to detail or compromising the customer experienceYou’ll receive plenty of training on flatfair, our products and our processes. What we’re looking for is someone who already has a strong foundation in customer support and wants to perform at a high levelConfident navigating multiple systems, processes and workflows at the same timeYour current or recent job title might be Customer Support Executive, Customer Support Advisor, Customer Operations, Customer Experience, Helpdesk, Service Desk, Contact Centre Advisor, Client Support or something similarPlease note that, given the nature of this role, we’re looking for candidates with professional experience in a dedicated customer support environment