Tenant & Landlord Support Specialist

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

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.