Trainee Customer Support Executive

Flatfair Limited.; Greater London; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

10% discretionary bonus

Structured training and support

25 days’ annual leave

£1,500 learning and development budget

Private medical insurance

Wellbeing allowance and wellness hour

Company pension

Regular company and team socials

Job summary

flatfair is hiring for a customer support role. You will help renters and letting agents use flatfair’s products, supporting people who may be confused, frustrated or under pressure.

No prior dedicated support experience is required; you will learn on the job with training, shadowing and feedback. You’ll develop responsibility over time, handling emails, live chat and calls while keeping records, building empathy and clarity in every interaction.

Qualifications

• Strong academic achievement or equivalent ability to understand and apply new information.
• Excellent spoken and written English with accurate grammar and clear verbal communication.
• Ability to listen carefully, understand needs and respond with empathy.
• Strong problem‑solving skills and curiosity to understand what happened and why.
• Good judgement and attention to detail
• Ability to organise workload and stay productive
• Willingness to take ownership and see work through
• Confidence to ask questions and contribute ideas constructively
• Resilience to stay calm when customers are frustrated
• Open to feedback and eager to learn

Responsibilities

• Support customers by email, live chat and telephone.
• Listen carefully and respond with empathy.
• Explain information clearly and adapt approach to different customers.
• Check applications and identify missing or inconsistent information.
• Investigate problems and find practical solutions.
• Take ownership of queries and follow actions through to completion.
• Manage workload across queues and priorities.
• Keep clear and accurate records.
• Work closely with colleagues to resolve issues and share learnings.
• Suggest improvements when a better way is found.

Skills

English proficiency

Empathy

Communication

Problem solving

Attention to detail

Organizational skills

Ownership

Education

Strong academic achievement

Job description

Location: Remote-first, with one day a fortnight in our central London office

Competitive salary + quarterly bonus + market leading benefits package

Build your career in customer support

We’re looking for a bright, motivated person who wants to start or change their career in customer support.

You don’t need previous experience in a dedicated support role. We’re looking for someone who communicates exceptionally well, enjoys solving problems and takes pride in doing things properly.

flatfair is a small, growing business. We test ideas, learn from what works and look for practical ways to make things better. You’ll be encouraged to ask questions, share ideas and take ownership of your work.

What you’ll be doing

You’ll help renters and letting agents use flatfair’s products, supporting people who may be confused, frustrated or under pressure.

You’ll learn on the job through a mixture of online learning, shadowing, supported practice and regular feedback. As your knowledge and confidence develop, you’ll take increasing responsibility for:

• Supporting customers by email, live chat and telephone

• Listening carefully and responding with patience and empathy

• Explaining information clearly and adapting your approach to different customers

• Checking applications and identifying missing or inconsistent information

• Investigating problems and finding practical solutions

• Taking ownership of queries and following agreed actions through to completion

• Managing your workload across different queues and priorities

• Keeping clear and accurate records

• Working closely with colleagues to resolve issues and share what you learn

• Suggesting improvements when you spot a better way of doing something

What we’re looking for

You’ll need:

• Evidence of strong academic achievement or an equivalent ability to understand and apply new information

• Excellent spoken and written English, including accurate grammar and clear, confident verbal communication

• The ability to listen carefully, understand what someone needs and respond with empathy

• Strong problem-solving skills and the curiosity to understand how and why something has happened

• Good judgement and attention to detail

• The ability to organise your workload and stay productive

• A willingness to take ownership and see work through

• The confidence to ask questions, contribute ideas and challenge something constructively

• The resilience to remain calm and helpful when a customer is frustrated

• An open approach to feedback and a genuine interest in learning

Experience dealing with people through work, volunteering or extracurricular activities would be useful, but previous customer support experience isn’t required.

Working at flatfair

We’re a close-knit team, so how you work matters as much as what you achieve.

We value people who are willing to try new approaches, stay connected with their colleagues, take responsibility and make others feel welcome. You’ll receive support as you learn, and we’ll expect you to prepare, ask questions, apply feedback and become increasingly independent over time.

Practical requirements

You must already have the right to work in the UK, as we’re unable to offer sponsorship for this role.

You must also be able to attend our central London office once a week.

What you’ll receive

• A 10% discretionary bonus

• Structured training and support as you learn the role

• 25 days’ annual leave, increasing with service

• A £1,500 annual learning and development budget

• Private medical insurance through Vitality

• A wellbeing allowance and weekly wellness hour

• Company pension

• Regular company and team socials

About flatfair

flatfair is a UK proptech business making renting simpler and fairer for renters, landlords and letting agents.

We’re ambitious about what we can achieve, but practical about how we get there. We work openly, learn from each other and give people the opportunity to make a meaningful contribution.

If you can demonstrate the communication skills, judgement and attitude we’re looking for, we’d like to hear from you.

We want everyone to have a fair opportunity to show what they can do. If you need a reasonable adjustment at any stage of the recruitment process, please let us know.