Customer Operations Manager, flatfair
Case Management
+ Performance bonus
1-5 days a week in office
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
+ Performance bonus
1-5 days a week in office
21-100 employees
Company mission
To transform the UK lettings system, inspired by successful deposit alternatives in Germany and Switzerland.
Role
Who you are
- Strong experience in a case handling environment where you’ve had to review information, apply judgement and make decisions, rather than simply respond to customer queries
- Experience managing or leading a customer-facing or case handling team
- Comfortable managing performance, giving feedback and developing people
- Happy to stay close to the work and get involved in difficult or unusual cases when needed
- Organised and confident managing competing priorities in a busy operational environment
- Comfortable using data to understand performance and decide where to focus attention
- Your experience could come from claims, complaints, disputes, financial services, property, legal services or another case-based environment. You don’t need previous lettings or PropTech experience
What the job involves
- We’re looking for a hands-on Customer Operations Manager to lead our six-person End of Tenancy team
- This is a case management operation rather than a traditional customer support team. The work involves reviewing information, applying judgement and making decisions, as well as communicating clearly with customers and partners
- Reporting to the Head of Customer Operations, you’ll be responsible for the team’s day-to-day performance, quality and workload. You’ll stay close to the detail, support more complex cases and step in where needed to keep work moving and standards high
- Lead the day-to-day performance of the End of Tenancy team, including workload, capacity, quality and service levels
- Coach and support the team to make clear, consistent decisions and handle more complex cases confidently
- Review escalated or unusual cases and provide guidance where judgement is needed
- Keep work moving by spotting blockers, balancing priorities and stepping in when the team needs support
- Use performance data and case trends to identify where processes, guidance or training need to improve
- Work closely with the Head of Customer Operations and other teams to improve workflows, automation and the overall customer experience
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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