Customer Support Associate, flatfair
£26.5k
+ 10% bonus
More information about location
2+ days a week in office (Euston, London)
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
£26.5k
+ 10% bonus
More information about location
2+ days a week in office (Euston, London)
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 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
- 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
What the job involves
- 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
- 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
- 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
Application process
- Contact: Hannah Gibson
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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