Customer Support Associate

Flatfair Limited.; London; On-site; GBP 26,000; Full time

Job summary

An innovative company is seeking a Customer Support Associate to enhance the renting experience for tenants and landlords alike. In this dynamic role, you will provide exceptional service, manage inquiries, and become an expert in our unique deposit-free model. Join a team that values innovation and customer satisfaction, and help shape the future of renting while enjoying a supportive work environment. With a competitive salary, generous benefits, and opportunities for personal development, this is an exciting chance to make a real impact in a growing organization.

Benefits

Starting salary up to £26,000

10% annual bonus

25 days annual leave

Stock options

£1,500 personal development budget

Monthly well-being allowance

Private medical insurance

Qualifications

• Experience in customer service with effective and friendly support.
• Excellent communication skills to explain complex information clearly.

Responsibilities

• Deliver exceptional customer service via email, live chat, and phone.
• Manage customer inquiries and ensure smooth operations.

Skills

Customer Service Experience

Communication Skills

Problem-Solving

Adaptability

Job description

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.

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.

Here’s a glimpse of what you’ll be doing:

• Deliver exceptional customer service: You’ll be the face of flatfair, delivering a seamless experience across email, live chat, and phone, always going the extra mile to help our customers.
• Be a communication hub: You’ll work closely with tenants, landlords, and agents, providing clear, concise, and timely updates, ensuring all parties are in the loop and feel supported.
• Manage customer inquiries: You’ll be responsible for handling a range of queries, from activating new plans to helping manage ongoing services, ensuring smooth operations every step of the way.
• Become an expert in our product: You’ll develop a strong understanding of our services and processes, spotting opportunities to improve and sharing feedback to enhance the customer journey.

About You

When you join us, you’ll receive all the training and support you need to thrive in this role. Here’s what we’re looking for in our Customer Support team:

• Experience in customer service: You’ve worked with customers before, whether over the phone or by email, and know how to provide clear, effective, and friendly support.
• Excellent communicator: You can explain complex information clearly, ensuring customers feel heard and understood.
• A problem-solver: You approach challenges with a proactive mindset, always looking for ways to improve and deliver a better service.
• Adaptable and resilient: You’re comfortable with change and can quickly adjust to new systems, processes, and customer needs.
• No property experience necessary: While it’s a bonus, what’s most important is your passion for delivering amazing customer service and your ability to learn and adapt quickly.

About Us

At flatfair, we’re changing the way people rent. We’ve developed a deposit-free model that allows tenants to secure a home without a hefty upfront deposit, while offering landlords added protection. It’s a win-win!

In the last 7 years, we’ve helped over 30,000 tenants save £25 million in upfront costs, and we’re growing fast. As we continue to innovate and improve the rental experience for everyone involved, we’re looking for passionate individuals to join us and make an impact.

About Our Benefits

• Starting salary up to £26,000, depending on experience
• 10% annual bonus
• 25 days annual leave, plus an extra day for every year you're part of the team
• Stock options, so you own a piece of the business
• £1,500 personal development budget
• Monthly well-being allowance
• Private medical insurance with Vitality

If you’re looking to make a real impact with a company that values innovation, change, and putting people first, flatfair is the place for you. Ready to join the team? Apply now and help us shape the future of renting!

Interview Process

Once you’ve applied, you’ll receive an invitation to complete an online assessment, which is a key part of our hiring process. After that, there’ll be a phone interview with our Head of HR, and a final interview with our Head of Customer Support.