Customer Support Associate, flatfair
£26.5k
+ 10% annual bonus
1 day a week in office
Rental solutions & protection for landlords and tenants
Open for applications
Rental solutions & protection for landlords and tenants
21-100 employees
Open for applications
£26.5k
+ 10% annual bonus
1 day 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
- We're recruiting at various levels, so we're interested in hearing from you whether you're just starting out in Customer Support or if you're looking to take the next step in your career
- Previous experience providing customer service over the phone and email
- Empathy for our customers with a genuine desire to offer the best possible outcomes for them
- Self-motivated individuals that take pride in what they do, are accountable for their own work and own their learning plan
- Someone comfortable with change, able to adapt quickly and show resilience
- Clear communicators who can build rapport and bring their personality to work
- Comfortable navigating various systems, processes and workflows
- Successful candidates for this role may also have had job titles such as Customer Operations, Helpdesk, Customer Experience, Customer Success, Service Desk, Contact Centre, or Client Support
What the job involves
- Our Customer Support team help our customers get the best out of our product. They support our tenants, letting agents, landlords and other partners activate new plans, manage existing plans and arrange payment for charges at the end of the tenancy
- You'll have a varied workload and our focus is on quality rather than just churning out automated responses. You'll still need to work quickly and effectively, but you'll take the time to really understand what a customer needs and aim for first-time resolution
- Respond to requests for help from our tenants, agents, landlord and other partners over email, live chat and inbound calls
- Support the tenancy activation process by validating reference information against platform records, raising discrepancies with agents, and coordinating efficient resolution to ensure timely progression
- Make outbound calls to proactively contact tenants with pending charges
- Build an expert knowledge of our processes and workflows
- Work as part of the Customer Support team and liaise with other departments within the business to ensure we provide the best service to our customers
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: $14.8m
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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