Operations & Customer Support Advisor (Remote) - London, United Kingdom - flatfair

flatfair

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our end-of-tenancy (EOT) team manages the process for submitting, negotiating and paying any charges due at the end of a tenancy.

As an Operations & Customer Support Advisor, you'll be responsible for the smooth running of our EOT workflows and provide all our customers with an exceptional level of service throughout the end-of-tenancy process.

You'll work to close every case with a successful payment by the tenant of the established charges and ensure landlord offers are completed in line with SLAs.

About the role

Provide support to customers using the flatfair platform so that they can submit, accept, dispute or negotiate any charges and claims
Review stalled cases, identify the reason for the delay and work to resolve any blockers to ensure SLAs are met
Maintain all documentation for open cases, preparing cases for independent adjudication and conducting regular audits to ensure we remain compliant
Establish tenant payment plans and ensure payment schedules are met by maintaining regular contact with tenants with outstanding charges
Follow, improve and iterate on our endoftenancy process, using data and technology to ensure the operation is as smooth as possible
Support the production of progress reports and dashboards that inform the decisionmaking process

To learn more about our end-of-tenancy team and what they do, check out our help centre or recent blog post from EOT Team Lead, Sam Barton.

About you
This is a great opportunity for an experienced Customer Support professional looking to grow with a market-leading proptech startup. Help us continue to improve our EOT function as flatfair expands in 202- You'll be highly organised, able to structure and prioritise your workload

You understand the importance of attention to detail and exhibit it in everything you do
Interest in continuous improvement, with a track record of helping to achieve change in your current role

Location:
Fully remote

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.

What we offer our team

25 days holiday, with an extra day for every year you're part of the flatfair team
Stock options share in our success as the business continues to grow
Unlimited mental healthcare & therapy from our partner Oliva
Monthly wellbeing allowance, including a weekly wellness hour

- £1,500 annual learning & development budget plus unlimited access to LinkedIn Learning

Private healthcare through Vitality
Regular socials and team events held remotely and in our London office
Salary £2 26k depending on experience, plus 10% annual bonus that's paid quarterly