Hybrid | Full-time
£26,500 + 10% bonus
Our Customer Support team helps tenants, letting agents, landlords and partners get the best from flatfair.
From activating new plans to managing existing ones and resolving questions or problems, you’ll take ownership of customer requests across email, live chat and inbound calls.
You’ll manage customer queries from first contact through to resolution. There’s always work to do, and we’re looking for people who’ll go and find it. If one channel is quiet, you’ll move to the next priority, pick up what needs doing and keep things moving.
We’re looking for experienced customer support people who enjoy taking ownership of their workload, care about getting results and take pride in doing a great job for the customer.
For this role, we're specifically looking for people with recent experience working in a dedicated Customer Support, Customer Operations or similar support environment.
Respond to requests from tenants, agents, landlords and other partners across email, live chat and inbound calls
Take ownership of customer queries from first contact through to resolution, keeping work moving and following up where needed
Manage a varied queue of customer requests, moving between channels and priorities depending on where support is needed
Work towards clear measures of 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
You'll receive plenty of training on flatfair, our products and our processes. What we're looking for is someone who already has a strong foundation in customer support and wants to perform at a high level.
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
Your current or recent job title might be Customer Support Executive, Customer Support Advisor, Customer Operations, Customer Experience, Helpdesk, Service Desk, Contact Centre Advisor, Client Support or something similar.
Please note that, given the nature of this role, we're looking for candidates with professional experience in a dedicated customer support environment.
Location: Hybrid, with 1 day a week working from our office in central London.
We have a clear structure for growth within Customer Support. As you develop, you'll build deeper product knowledge, strengthen your communication and problem-solving skills, and take on more complex customer situations.
Good performance should open doors. There are opportunities to progress within Customer Support and, as flatfair grows, to build a career elsewhere in the business too. We'll work with you to understand your strengths, ambitions and the skills you need to take your next step.
In the UK, billions of pounds are locked up in traditional deposit schemes that can create a poor experience for landlords, agents and tenants. Our vision is to change that and make every rental experience positive.
Our solution allows tenants to secure a new home with a small check-in fee instead of paying a costly traditional deposit, while giving landlords increased protection.
We're continuing to improve our core product while identifying, testing and launching new ways to make renting better for everyone involved.
A starting salary of £26,500
10% annual bonus
25 days' annual leave, plus an extra day for every year you're part of the team
£1,500 personal development budget
Monthly wellbeing allowance and private medical insurance with Vitality
