{"id":775536,"url":"https://alion.io/job/flatfair-customer-support-associate-hybrid","title":"Customer Support Associate (hybrid)","company":{"id":172220,"name":"flatfair","domain":"flatfair.co.uk","url":"https://alion.io/company/flatfair","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":26500,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":35823},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-08-19T12:29:47Z","employer_posted_date":"2026-08-19","last_verified_at":"2026-10-13T18:09:51Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"description":"Customer Support Executive\nHybrid | Full-time\n£26,500 + 10% bonus\nOur Customer Support team helps tenants, letting agents, landlords and partners get the best from flatfair.\nFrom 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.\nYou’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.\nWe’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.\nFor this role, we're specifically looking for people with recent experience working in a dedicated Customer Support, Customer Operations or similar support environment.\nWhat you'll be doing\nRespond to requests from tenants, agents, landlords and other partners across email, live chat and inbound calls\n\nTake ownership of customer queries from first contact through to resolution, keeping work moving and following up where needed\n\nManage a varied queue of customer requests, moving between channels and priorities depending on where support is needed\n\nWork towards clear measures of productivity, quality and customer outcomes\n\nSupport the tenancy activation process by validating reference information against platform records, raising discrepancies with agents and coordinating resolution to ensure timely progression\n\nBuild expert knowledge of our products, processes and workflows so you can resolve more queries independently\n\nSpot when something is blocking progress and take action to move it forward\n\nWork closely with the wider Customer Support team and other departments to deliver the best possible outcome for our customers\n\nShare ideas that help us improve the customer experience and the way the team works\n\nAbout you\nYou'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.\nRecent experience in a dedicated customer support role, supporting customers through channels such as email, phone or live chat\n\nComfortable managing a queue, caseload or volume of customer requests and taking responsibility for your own productivity\n\nProactive and self-motivated. You notice what needs doing and get on with it rather than waiting for work to be assigned\n\nResults-focused, with a genuine sense of satisfaction from resolving queries, hitting goals and completing work to a high standard\n\nComfortable working towards targets and using feedback or performance data to improve\n\nSomeone who cares about both how much they get through and how well they do it\n\nStrong ownership and accountability. If you take on a customer issue, you see it through\n\nAble to work quickly without losing attention to detail or compromising the customer experience\n\nEmpathetic and customer-focused, with good judgement about when a conversation needs additional care or attention\n\nResilient and comfortable adapting when priorities, processes or products change\n\nA clear communicator who can build rapport and bring their personality to work\n\nConfident navigating multiple systems, processes and workflows at the same time\n\nCurious and willing to learn, with the drive to build your knowledge and become increasingly independent\n\nYour 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.\nPlease note that, given the nature of this role, we're looking for candidates with professional experience in a dedicated customer support environment.\nLocation: Hybrid, with 1 day a week working from our office in central London.\nDevelopment & progression\nWe 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.\nGood 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.\nAbout us\nIn the UK, billions of pounds are locked up in traditional deposit schemes that can create a poor experience for landlords, agents and tenants. Our vision is to change that and make every rental experience positive.\nOur solution allows tenants to secure a new home with a small check-in fee instead of paying a costly traditional deposit, while giving landlords increased protection.\nWe're continuing to improve our core product while identifying, testing and launching new ways to make renting better for everyone involved.\nOur benefits\nA starting salary of £26,500\n\n10% annual bonus\n\n25 days' annual leave, plus an extra day for every year you're part of the team\n\n£1,500 personal development budget\n\nMonthly wellbeing allowance and private medical insurance with Vitality","description_format":"text","description_chars":5315,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-11T22:53:03Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-13T06:20:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":18,"band":"cold","label":"Long shot","p_open":1,"p_active":0.41,"p_room":0.45,"age_days":54,"expected_fill_days":33,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":35823,"is_top_pay":false},"html_url":"https://alion.io/job/flatfair-customer-support-associate-hybrid","json_url":"https://alion.io/job/flatfair-customer-support-associate-hybrid.json","meta":{"generated_at":"2026-10-13T18:16:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27896,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":172220},"rest":"https://alion.io/mcp/rest/get_company?id=172220"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fflatfair-customer-support-associate-hybrid"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fflatfair-customer-support-associate-hybrid"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fflatfair-customer-support-associate-hybrid"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/flatfair-customer-support-associate-hybrid\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fflatfair-customer-support-associate-hybrid"}]}