Dispute Resolution Analyst

Flatfair Limited.; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company on a mission to revolutionize the rental process. As a Dispute Resolution Analyst, you will play a crucial role in ensuring fairness in tenancy charge cases. Your expertise in complaints handling and dispute resolution will help streamline processes, reduce escalations, and enhance the overall customer experience. With a focus on continuous improvement and a commitment to fairness, you'll collaborate with various teams to drive positive change. Enjoy a remote-first work environment with generous perks, including stock options and a personal development budget. This is your chance to make a meaningful impact in the property tech industry.

Benefits

10% annual bonus

Stock options

25 days holiday

£1,500 annual personal development budget

Monthly wellbeing allowance

Private health insurance (Vitality)

Remote-first with travel covered

Qualifications

• Experience in complaints handling, case review, or dispute resolution.
• Excellent critical thinking and communication skills.

Responsibilities

• Review end-of-tenancy charge cases and assess evidence.
• Identify patterns and improve workflows for better outcomes.

Skills

Complaints handling

Dispute resolution

Critical thinking

Communication skills

Attention to detail

Tech-savvy

Curious mindset

Job description

We’re making renting fairer. Come and help us keep it that way.

At flatfair, we’re on a mission to make renting easier, faster, and fairer—for tenants, landlords, and agents. We’ve helped over 30,000 renters save more than £25 million in upfront costs with our deposit-free model, and we’re just getting started.

Now, we’re hiring a Dispute Resolution Analyst to make sure tenancy charge cases are resolved with fairness, clarity, and efficiency. You will play a vital role in reviewing and improving how cases are handled, helping us reduce unnecessary escalations and save time, money, and stress for all involved.

What you’ll be doing:

• Review end-of-tenancy charge cases before they escalate—assessing evidence, identifying risk, and advising on next steps.
• Help avoid poor outcomes by spotting weak cases early and guiding teams on improvements.
• Identify patterns, recurring issues, and process gaps—feeding that insight back to the business.
• Use your judgement to improve workflows and the customer experience.
• Contribute to case strategy and best practice guidance.
• Partner with support and operations teams to strengthen internal decision-making.
• Help improve tools, templates, and automations—especially where tech can speed up manual tasks.
• Stay informed on industry best practices, tenancy law, and fairness principles.
• Dive into operational work where needed. We’re a startup—everyone gets stuck in.

What we’re looking for:

• Experience in complaints handling, case review, dispute resolution, or policy-based decision-making (e.g., ombudsman schemes, insurance, tenancy deposit protection).
• Excellent critical thinking and communication skills—you can break down complex cases and explain your reasoning clearly. Strong attention to detail and high standards for quality.
• Curious mindset—you question processes, spot inefficiencies, and propose better ways of working.
• Tech-savvy—you’re comfortable with tools and excited about the role automation and AI can play.
• Ideally, you’ve got some experience in the property sector and are familiar with tenancy deposit or end-of-tenancy processes—but it’s not essential.
• A strong sense of fairness and accountability—you care about doing things right, not just fast.

Why flatfair?

We’re not just another property tech company. We’re building something that really works -for renters, landlords, and agents. We’re fast-moving, mission-driven, and people-first.

Here’s what you’ll get:

• 10% annual bonus
• Stock options—so you share in the success
• ️ 25 days holiday (plus 1 day extra each year you’re with us)
• £1,500 annual personal development budget
• Monthly wellbeing allowance
• ️ Private health insurance (Vitality)
• Remote-first, with London travel just twice a month (we’ll cover it)

Ready to make renting fairer, one case at a time?
Apply now -we’d love to hear from you.