Customer Support Associate (End of Tenancy)

Flatfair Limited.; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Tech equipment

25 days holiday

Personal development

Share options

Training and conferences

Job summary

Flatfair Limited. is seeking a Customer Support Associate to deliver exceptional service to tenants, landlords, and agents and to handle complex queries with calm, clear communication. You will be at the heart of the rental experience, supporting end-of-tenancy procedures, escalations, and disputes while upholding industry standards and responsive service.

The role emphasizes rapid issue resolution, effective communication, and continual improvement within a fast-paced, regulated environment.

Qualifications

• Experience in customer service, case management or dispute resolution roles is a plus.
• Excellent written and verbal communication skills.
• Ability to work in a regulated or compliance-focused environment is preferred.

Responsibilities

• Deliver exceptional service to tenants, landlords, and agents, ensuring needs are met quickly and effectively.
• Be the go-to person for managing complex queries, complaints and escalations with fair resolutions.
• Support the end-of-tenancy process by validating charges and documenting next steps.
• Handle escalated complaints and disputes with sound judgment to reach fair outcomes.
• Become an expert in end-of-tenancy procedures, including disputes and deposit concerns.
• Work within a framework with clear SLAs and ensure compliance with guidelines.
• Serve as a communication hub, providing timely updates to all parties.
• Deliver outstanding customer service via email, live chat, and phone.
• Identify recurring issues and propose process improvements to drive better outcomes.

Skills

Customer service

Complaint resolution

Job description

• Join flatfair as a Customer Support Associate! Deliver exceptional service to tenants, landlords, and agents while helping to improve the rental experience.
• 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 experiencesWe’ll provide all the training and support you need to thrive in this roleCan handle difficult conversations with confidence – You’re skilled at managing challenging situations, de‑scaling complaints, and ensuring fair, balanced outcomesHas excellent written and verbal communication skills – You can explain complex matters clearly and concisely, ensuring customers feel informed and reassuredThrives in a fast‑paced environment – You’re adaptable, resilient, and comfortable working within evolving systems and processesHas 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 utilitiesIs highly organised and detail‑oriented – You can manage multiple cases at once, keeping track of key details and following through to resolutionUnderstands regulatory and compliance frameworks (preferred but not essential) – Experience working with ombudsman‑led processes, tenancy disputes, or compliance‑driven environments is a plus