Hybrid Customer Support Specialist — Own Outcomes & Growth

Flatfair Limited.; Greater London; Hybrid; GBP 24.000 - 29.000; Vollzeit

Benefits dieser Stelle

£26,500 salary

10% annual bonus

25 days annual leave

£1,500 personal development budget

Monthly wellbeing allowance and Vital

Private medical insurance

Zusammenfassung

Flatfair Limited in London is seeking a Customer Support Executive to help tenants, agents, landlords and partners get the best from flatfair. This hybrid, full-time role centers on managing inquiries across email, live chat and calls and owning the resolution process.

You will respond to requests from multiple stakeholders, move work forward when channels are quiet, and build knowledge of our products and workflows to handle issues independently.

Qualifikationen

• Recent experience in a dedicated customer support role, supporting customers through channels such as email, phone or live chat.
• Comfortable managing a queue, caseload or volume of customer requests and taking responsibility for your own productivity.
• Proactive and self-motivated. You notice what needs doing and get on with it rather than waiting for work to be assigned.
• Results-focused, with a genuine sense of satisfaction from resolving queries, hitting goals and completing work to a high standard.
• Comfortable working towards targets and using feedback or performance data to improve.
• Someone who cares about both how much they get through and how well they do it.
• Strong ownership and accountability. If you take on a customer issue, you see it through.
• Able to work quickly without losing attention to detail or compromising the customer experience.
• Empathetic and customer-focused, with good judgement about when a conversation needs additional care or attention.
• Resilient and comfortable adapting when priorities, processes or products change.
• A clear communicator who can build rapport and bring their personality to work.
• Confident navigating multiple systems, processes and workflows at the same time.
• Curious and willing to learn, with the drive to build your knowledge and become increasingly independent.

Aufgaben

• Respond to tenant, agent, landlord and partner queries across email, live chat and inbound calls.
• Take ownership of customer queries from first contact to resolution, keeping work moving.
• Manage a varied queue of customer requests, moving between channels and priorities as needed.
• Work towards measurable 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.

Kenntnisse

Customer support

Multi-channel support

Ownership

Proactive

Jobbeschreibung

Flatfair Limited in London is seeking a Customer Support Executive to help tenants, agents, landlords and partners get the best from flatfair. This hybrid, full-time role centers on managing inquiries across email, live chat and calls and owning the resolution process.

You will respond to requests from multiple stakeholders, move work forward when channels are quiet, and build knowledge of our products and workflows to handle issues independently.