Senior Claims Associate

Are you passionate about delivering excellent service and ready to make an impact in the property sector? As a Claims Associate at flatfair, you’ll manage critical end-of-tenancy workflows, ensuring cases are handled effectively and prioritised to meet service level agreements and operational KPIs. You’ll work closely with landlords, agents, and tenants, using your expertise to guide case management and support our team. Plus, you’ll help drive process improvements that enhance the customer experience and operational efficiency across the board.

What you'll be doing

• Review claims for end of tenancy charges to ensure they are managed in line with our processes and terms and conditions
• Maintain high standards in managing phone, email, and chat interactions, stepping in as necessary to support complex customer inquiries and disputes.
• Act as the escalation point for complex or disputed cases, providing expert guidance to associates and ensuring fair, transparent, and timely resolution.
• Monitor adherence to the end-of-tenancy process, identifying bottlenecks and reallocating tasks to ensure effective case handling.
• Facilitate clear communication across stakeholders (landlords, agents, and tenants), providing updates on case progression and maintaining transparency in line with current processes
• Lead onboarding and training efforts for new EOT associates, sharing knowledge, best practices, and internal processes to ensure high competency across the team.
• Offer ongoing support and mentorship, including upskilling associates on effective case handling, negotiation, and platform use.
• Review current EOT processes, identifying inefficiencies and proposing changes to streamline workflows and enhance the customer experience.
• Create, update, and adapt process guides to reflect best practices and ensure all team members adhere to current and newly implemented processes.

About you

• Experienced in a case-handling role within insurance claims or complaints
• Exceptional attention to detail, able to work through large volumes of data to spot errors or identify non-compliant cases
• Highly organised, with a talent for managing multiple tasks in a fast-paced environment.
• Excellent communicator, able to convey complex information clearly and concisely.
• A problem-solving mindset, able to demonstrate how you learn, grow and improve
• Skilled in process optimisation, with a knack for identifying and implementing efficiencies.
• Experience in the property industry is not essential

We value diversity and welcome applicants with varying backgrounds and experiences. Even if you don't meet all the requirements, you could still be a great fit. Apply now if you believe you can excel in this position.

About us
At flatfair, we’re transforming renting by offering a simpler, more accessible way for tenants to secure a home without a large upfront deposit. Our deposit-free renting model benefits tenants and landlords alike, creating a more transparent and flexible renting experience.

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. We're growing fast and continue to develop innovative solutions to improve the rental experience positive for landlords, agents, and tenants.

If you’re looking to make a meaningful impact with a company that embraces change and puts people first, flatfair is the place for you. Interested in making a difference? Apply now!

About our benefits

• 10% annual bonus
• 25 days annual leave, plus an extra day for every year you're part of the team
• Stock options, giving you a share of the business
• £1,500 personal development budget
• Monthly well-being allowance
• Private medical insurance with Vitality