Trainee Customer Support Executive, flatfair
+ Quarterly bonus / 10% discretionary bonus
More information about location
Rental solutions & protection for landlords and tenants
Be an early applicant
Rental solutions & protection for landlords and tenants
21-100 employees
Be an early applicant
+ Quarterly bonus / 10% discretionary bonus
More information about location
21-100 employees
Company mission
To transform the UK lettings system, inspired by successful deposit alternatives in Germany and Switzerland.
Role
Who you are
- 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
- 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
What the job involves
- 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
Salary benchmarks
Our take
The average rental deposit in the UK is over £1000, an amount that many tenants struggle to pay when moving home. Flatfair's answer to this is offering a non-refundable membership-fee equal to one-quarter the cost of a rental deposit, meaning renters don't have to take on credit card debt or borrow from family and friends to fund a deposit.
Other companies such as Goodlord and Movebubble have also tried to disrupt rentals, but it remains a hard space to crack. That said, Flatfair's approach, in which it becomes pivotal to both landlords and tenants, puts the company in a smart position to streamline processes and improve the experience, and certainly makes it an intriguing prospect in the space.
The company recently rolled out a tenant guarantor product across 1,000 Build-to-Rent homes in partnership with Heimstaden, combining it with its existing no-deposit solution to simplify tenant onboarding. As the UK rental market evolves and new regulations such as the Renters' Right Act approach, platforms that reduce friction for both renters and landlords could become increasingly important.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Aug 2025
$1.4m
SERIES A
Aug 2019
$11m
SERIES A
Total funding: $14.7m
Company benefits
- Top-notch tech - Whatever gear you need to best do your thing (Macs / PCs, iphones / Android etc)
- Holidays - 25 days holiday a year (plus UK public holidays), and we encourage you to use them all up!
- Personal development - Following a motivating career path, we value growth from within the business and encourage people to step up
- Share options - Our staff are helping us build something amazing, so we want to share flatfair's success with our team
- Learning and training - We'll contribute towards training courses and conferences that help you learn and grow professionally and personally
Company HQ
City of London, London, UK
Leadership
Franz Doerr
(Co-Founder)Previously an Associate at Deutsche Bank.
Gary Wright
(CEO)Joined the company in 2021 as CRO, becoming CEO in 2023. Former COO for Zero Deposit, Claims and Product Replacement Director at Domestic & General, and Operations Director at Warranty Direct.
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