Operations: End Of Tenancy Experience Associate

JR United Kingdom; United Kingdom; Remote; GBP 30,000 - 34,000; Full time

Job summary

Join a leading fintech company as an End Of Tenancy Experience Associate. You will manage tenancy deposit claims, ensuring fair reimbursements for landlords and respectful treatment of tenants. This role allows you to impact operational processes significantly while working in a remote-first environment. Ideal candidates are proactive problem solvers with strong communication skills and attention to detail.

Benefits

Stock options after 12 months

Remote first setup

MacBook, monitor, and accessories

25 days holiday + bank holidays

Qualifications

• Experience in claims handling and understanding deposit protection guidelines.
• Strong written communication skills for professional interactions.

Responsibilities

• Manage tenancy deposit claims and communicate with stakeholders.
• Monitor performance metrics and suggest operational improvements.

Skills

Claims Handling

Clear Written Communication

Good Judgement

Process Accuracy

Spreadsheet Competency

Systems Proficiency

Debt Recovery Awareness

Proactive & Responsible

Job description

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Operations: End Of Tenancy Experience Associate, united kingdom

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Client:

Reposit

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

12.05.2025

Expiry Date:

26.06.2025

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Job Description:

Reposit’s End of Tenancy team manages the most sensitive and commercially critical stage of our product lifecycle. This is where customer experience, partner relationships, and financial outcomes all come into play.

You will be joining a small, high-performing team that handles thousands of claims each year. Your role will be to ensure landlords are reimbursed fairly and efficiently, tenants are treated with respect, and our partners have full confidence in our ability to deliver.

This is a hands-on role that allows you to make a real impact on the success of the business. You will take ownership of individual claims and play a key part in improving our operational processes over time.

Key Responsibilities

• Manage tenancy deposit claims from end to end, including evidence review, decision-making, and outcome communication
• Communicate clearly and empathetically with landlords, tenants, and letting agents throughout the claims process
• Identify and escalate high-risk or complex cases where appropriate
• Monitor and help improve core performance metrics such as resolution time, collection rate, and partner satisfaction
• Collaborate with insurers and debt collection partners to support recovery outcomes
• Maintain and improve internal documentation and guidance materials
• Proactively suggest operational improvements based on trends or repeated issues

About Reposit

Reposit is a fintech company founded with the mission to improve the rental industry for Agents, Landlords and Tenants. Our core product is an innovative alternative to costly and clunky cash deposits.

With Reposit landlords get more protection, agents generate additional revenues, and tenants save money upfront - only having to pay our fee of 1 week’s rent instead of the 5 weeks’ needed for a cash deposit.

Since our launch, we have partnered with hundreds of estate agents, build-to-rent operators and property managers who promote our product to their landlords & tenants. We also integrate with leading software providers in the industry, such as tenant referencing and CRM companies.

We are a remote-first company; however, we meet up once a month for 1-2 days. You would be required to attend these meet-ups, which could vary in location. Although the role is predominantly remote, your attendance at these meet-ups is essential.

What’s it like to work at Reposit?

We are a lean team building a robust and sustainable business. Not just a hype machine. We care about delivering on Reposit’s mission for our customers. Being a startup we need to be agile and move fast. We also understand that it is a marathon that requires patience and resilience to achieve success in the long run.

As a remote-first company, it is essential that we have a team of self-motivated people who can work productively on their own as well as keep in frequent communication with the wider business. We encourage team members to take an interest and learn about our business as a whole.

We value people who are proactive in making their work and team more efficient to leverage their impact on the business. We believe our team should be empowered to make their own decisions and choose the best way to solve problems. We love to look at the data and see the impact of our hard work. If something doesn’t work, we learn and move on. No blame.

We are a friendly and down-to-earth bunch and enjoy getting together either remotely or in person to keep that team spirit strong. We meet up in person each month, with more regular remote socials.

We cringe at politics and much prefer frank and honest conversation. We encourage open communication across the company and have a weekly “all-hands” to support this. Although we understand that culture evolves and it can be oversimplifying to codify it into a handful of words, here are some things we look for in all Reposit team members:

• You care: When you engage in doing something, you demonstrate genuine care for the quality of your work, your teammates, and ultimately the success of the business in delivering for customers and achieving its mission.
• You embrace challenges:You thrive on being challenged and seek opportunities to push yourself. You are a problem solver and enjoy the satisfaction of overcoming obstacles. As a result, you lean towards situations with a level of uncertainty or higher risk and reward.
• You are proactive and self-driven: You take initiative and don’t require constant guidance or instruction. You can anticipate needs and take action before being told.
• You are collaborative: You work collaboratively within your team and with other teams in the business to achieve the best results, most efficiently. You are conscious of the impact that your work has on other people and considerate of other people’s time and responsibilities. Importantly, you can adapt and work well with others, even those who have different communication and work styles to your own.

If this sounds like you, make sure to apply!

What Success Looks Like

After 3 months, you will:

• Manage your own caseload independently, with a good understanding of internal processes and decision frameworks
• Communicate in line with our customer service standards and meet key SLAs
• Contribute positively to team discussions and knowledge sharing

After 6 months, you will:

• Spot inefficiencies and suggest process or tooling improvements
• Build good working relationships with key claims partners
• Be confident handling a variety of claim types and edge cases

After 12 months, you will:

• Be considered a subject matter expert within the team
• Take the lead on niche areas of the process or support onboarding of new joiners
• Influence how we continue to scale the function while maintaining quality

What We’re Looking For

Core Skills & Attributes

• Claims Handling - Able to assess tenancy agreements, check-in/check-out reports, invoices, rent statements, and other documentation. Understands or can quickly learn deposit protection guidelines and adjudication standards.
• Clear Written Communication - Communicates professionally and empathetically with users and colleagues. Able to explain complex scenarios clearly in writing.
• Good Judgement - Confident making fair, balanced decisions in grey areas. Aware of commercial risks, fraud indicators, and when goodwill gestures are appropriate.
• Process Accuracy - Diligent in following procedures, with strong attention to detail and personal accountability from start to finish.
• Spreadsheet Competency - Comfortable using Excel or Google Sheets, including formulas like VLOOKUP, INDEX MATCH, and pivot tables to support claims, payments, and process improvements.
• Systems Proficiency - Quick to learn and navigate platforms such as Reposit’s admin tool, insurer portals, and internal databases.
• Debt Recovery Awareness - Understands the collections lifecycle and internal charge processes, including when to escalate to third-party agencies and how to handle repayment plans.
• Proactive & Responsible - Takes ownership, learns quickly, and actively looks for ways to improve how things are done.

Nice to Have

• Experience working in a startup or scale-up environment
• Background in property, insurance, or claims-related roles
• Familiarity with Google Drive, claims or debt management systems, Slack and or Zapier

Compensation and benefits

• £30k-34k Salary depending on the level of experience.
• Staff may be considered for stock options after the first 12 months of employment, according to Reposit’s standard options policy and structure.
• Remote first set-up
• MacBook, monitor, and accessories
• 25 days holiday + bank holidays for the first 2 years. Then adding + 1 day for every extra year of service up to 28 days