Location: Remote-first, with one day a fortnight in our central London office
Competitive salary + quarterly bonus + market leading benefits package
Build your career in customer support
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.
flatfair is a small, growing business. We test ideas, learn from what works and look for practical ways to make things better. You’ll be encouraged to ask questions, share ideas and take ownership of your work.
What you’ll be doing
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
What we’re looking for
You’ll need:
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.
Working at flatfair
We’re a close-knit team, so how you work matters as much as what you achieve.
We value people who are willing to try new approaches, stay connected with their colleagues, take responsibility and make others feel welcome. You’ll receive support as you learn, and we’ll expect you to prepare, ask questions, apply feedback and become increasingly independent over time.
Practical requirements
You must already have the right to work in the UK, as we’re unable to offer sponsorship for this role.
You must also be able to attend our central London office once a week.
What you’ll receive
A 10% discretionary bonus
Structured training and support as you learn the role
25 days’ annual leave, increasing with service
A £1,500 annual learning and development budget
Private medical insurance through Vitality
A wellbeing allowance and weekly wellness hour
Company pension
Regular company and team socials
About flatfair
flatfair is a UK proptech business making renting simpler and fairer for renters, landlords and letting agents.
We’re ambitious about what we can achieve, but practical about how we get there. We work openly, learn from each other and give people the opportunity to make a meaningful contribution.
If you can demonstrate the communication skills, judgement and attitude we’re looking for, we’d like to hear from you.
We want everyone to have a fair opportunity to show what they can do. If you need a reasonable adjustment at any stage of the recruitment process, please let us know.