- Location
- London
- Last Published
- Feb. 19, 2026
- Sector
- Fintech
- Function
- Customer Service
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.
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.
What you'll be doing
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
About you
You'll receive plenty of training and development when you start in the role so here's what we look for in our Customer Support team.
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.
Location: Hybrid (1 day a week working from our office in central London)
Development & progression
We have a clear structure for growth in the Customer Support team. You'll develop skills to retain our customers, strengthen your communication style and improve our product as we continue to grow. There are also lots of opportunities to continue your career either in Customer Support or across the business. Whatever your future holds, we'll work with you on the best options to put you on the right track.
About us
In the UK, £5.2 billion is locked up in traditional deposit schemes that offer a poor experience for everyone. Our vision is to change that and make every rental experience positive for landlords, agents, and tenants.
Our solution allows tenants to secure a new home with a small check-in fee instead of paying for a costly deposit, whilst giving landlords up to double the protection of traditional deposits.
Over the last 5 years, we've helped over 30,000 tenants save £25 million in upfront costs and provided increased rental protection on 2,000 properties. As well as improving our core product, we're identifying, testing and launching new innovations to make every rental experience a positive one.
About our benefits
A starting salary of £26,500
10% annual bonus
25 days annual leave, plus an extra day for every year you're part of the team
£1,500 personal development budget
Monthly well-being allowance and weekly wellness hour
Private medical insurance with Vitality
Regular socials, team activities and workshops, both in-person and remote
We’re an ambitious team of innovators, problem solvers, technology enthusiasts, digital marketers, and finance experts. Our culture is constantly evolving with everyone who works here, but there are some things that will never change. We’re all incredibly passionate, eager to impact people’s quality of life and have the ambition to truly change the world.
We want to bring people on board who want to challenge and be challenged, who are bold enough to bring visionary ideas to the table and who know how to have fun!
About flatfair
For a long time, deposits were the only type of rental security that could be trusted. We’ve developed an innovative rental solution that gives landlords up to double the protection and lowers move-in costs for tenants.
Let’s recruit together and find your next colleague.