Tenant Experience & Dispute Resolution Specialist

Flatfair Limited.; United Kingdom; Hybrid; GBP 17,000 - 29,000; Full time

Benefits offered by this job

Quarterly bonus

25 days annual leave

Development budget

Well-being allowance

Private medical insurance

Job summary

flatfair is seeking a Customer Support Associate to deliver top-tier service to tenants, landlords, agents and partners, handling complex queries, complaints and escalations with empathy and fairness. The role involves supporting end-of-tenancy processes, resolving disputes, and maintaining compliant, timely communications across channels.

We offer comprehensive training and a fast-moving team culture with opportunities for development.

Qualifications

• Experience in complaints resolution or complex case handling.
• Ability to handle difficult conversations with confidence.
• Excellent written and verbal communication skills.
• Highly organised and detail-oriented.
• Thrives in a fast-paced environment; adaptable to evolving processes.

Responsibilities

• Support the end of tenancy process by validating charges, auditing documentation and documenting next steps.
• Manage complaints and complex queries – handle escalated cases and fair resolutions.
• Become an expert in end-of-tenancy procedures and deposit concerns.
• Work within a framework with clear SLAs and compliance requirements.
• Be a communication hub with tenants, landlords, and agents and provide timely updates.
• Deliver outstanding customer service via email, live chat, and phone.
• Spot opportunities for improvement and suggest process enhancements.

Skills

Complaints resolution

Communication

Case management

Detail-oriented

Job description

flatfair is seeking a Customer Support Associate to deliver top-tier service to tenants, landlords, agents and partners, handling complex queries, complaints and escalations with empathy and fairness. The role involves supporting end-of-tenancy processes, resolving disputes, and maintaining compliant, timely communications across channels.

We offer comprehensive training and a fast-moving team culture with opportunities for development.