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flatfair is seeking a Customer Operations Manager to lead the End of Tenancy (EOT) customer operations team in London. This is a hands-on people and service management role managing a team of six EOT Associates in a case-based environment.
You will own the day-to-day delivery of the EOT customer operation, including team performance, workflow, service levels, case progression, and operational escalations. Your responsibilities include leading and developing the team with clear expectations, coaching, and performance management; managing the daily caseload including queues, priorities, capacity, and backlogs; ensuring cases progress effectively with timely customer support; handling difficult, sensitive, or disputed cases and escalating when specialist input is needed; owning performance metrics across customer service, case progression, productivity, and quality; and using operational data to identify improvement opportunities.
You will also drive process improvements and workflow optimization to reduce manual work, repeat contact, and avoidable escalations. As case volumes grow, you'll identify automation opportunities and better ways of working. You'll collaborate closely with colleagues across Operations, Product, and the wider business to implement improvements.
The ideal candidate has experience managing teams in case-handling environments such as claims, disputes, complaints, financial services, property, or insurance operations. Essential qualifications include strong people management experience with coaching and performance management skills; experience managing caseloads, queues, priorities, and service levels; good judgment handling difficult or disputed customer situations; confidence making operational decisions and taking ownership; experience using data to understand performance and identify improvements; a practical approach to process improvement; and strong written and verbal communication skills.
flatfair is changing how renting works by making tenancy deposits simpler and fairer for renters, landlords, and agents. The company operates with a culture of ownership, encouraging people to make good decisions, speak up for improvements, work collaboratively across teams, and support each other to do great work. This role offers significant responsibility and opportunity to shape how the EOT operation develops as the business grows.
