Customer Support Associate, flatfair
End of Tenancy
£22.1-26k
+ 10% annual bonus + Stock options
Rental solutions & protection for landlords and tenants
Job no longer available
Rental solutions & protection for landlords and tenants
21-100 employees
Job no longer available
£22.1-26k
+ 10% annual bonus + Stock options
21-100 employees
Company mission
To transform the UK lettings system, inspired by successful deposit alternatives in Germany and Switzerland.
Role
Who you are
- Has experience in complaints resolution or complex case handling – You’ve worked in a customer service, case management, or dispute resolution role, ideally within a regulated industry such as financial services, insurance, housing, or utilities
- Can handle difficult conversations with confidence – You’re skilled at managing challenging situations, de-escalating complaints, and ensuring fair, balanced outcomes
- Has excellent written and verbal communication skills – You can explain complex matters clearly and concisely, ensuring customers feel informed and reassured
- Is highly organised and detail-oriented – You can manage multiple cases at once, keeping track of key details and following through to resolution
- Thrives in a fast-paced environment – You’re adaptable, resilient, and comfortable working within evolving systems and processes
- Understands regulatory and compliance frameworks (preferred but not essential) – Experience working with ombudsman-led processes, tenancy disputes, or compliance-driven environments is a plus
What the job involves
- As a Customer Support Associate, you’ll be at the heart of providing top-tier service to our tenants, landlords, agents, and partners, ensuring their needs are met quickly and effectively. You’ll also be the go-to person for managing complex queries, complaints, and escalations, helping to ensure fair and consistent outcomes
- Deliver outstanding customer service – Provide clear, empathetic, and solution-focused support via email, live chat, and phone, ensuring every interaction is handled professionally and efficiently
- Manage complaints and complex queries – Handle escalated cases, disputed charges, and sensitive situations with confidence, applying sound judgment to reach fair resolutions
- Work within a framework with clear SLAs – Ensure processes align with relevant industry standards, legal requirements, and ombudsman guidelines, supporting compliance and best practices
- Be a communication hub – Work closely with tenants, landlords, and agents, ensuring all parties receive timely updates and clear, well-explained resolutions
- Become an expert in end-of-tenancy procedures – Navigate disputes, adjudications, and deposit-related concerns, applying a balanced approach that protects all stakeholders
- Spot opportunities for improvement – Identify recurring issues and work with the wider team to suggest and implement enhancements to our processes, driving better customer outcomes
Application process
- Once you’ve applied, you’ll receive an invitation to complete an online assessment, which is a key part of our hiring process
- After that, there’ll be a phone interview with our Head of HR, followed by a final interview with our Head of Customer Support
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
$1.5m
SERIES A
Aug 2019
$11m
SERIES A
Total funding: $14.8m
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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