Customer Operations Manager

London (hybrid) | Direct reports: 6

We’re looking for a Customer Operations Manager to lead the team responsible for supporting customers and managing End of Tenancy cases at flatfair.

This is a hands-on people and service management role in a case-based environment. The team reviews information and evidence, assesses claims, supports customers through the process and progresses cases through to resolution.

You’ll own the day-to-day delivery of the EOT customer operation, including team performance, workflow, service levels, case progression and operational escalations.

As case volumes grow, you’ll also help us improve how the team works so we can handle more cases efficiently while maintaining strong customer and case outcomes.

What you’ll be responsible for

• Leading and developing a team of six EOT Associates, setting clear expectations, coaching colleagues and managing performance

• Owning the day-to-day caseload, including queues, priorities, capacity, backlogs and aged cases

• Making sure cases progress effectively and customers get clear, timely support

• Supporting the team with difficult, sensitive or disputed cases and recognising when specialist technical input is needed

• Owning performance across customer service, case progression, productivity and quality

• Using operational data to understand what’s happening and where action is needed

• Improving processes, guidance and workflows to reduce unnecessary manual work, repeat contact and avoidable escalations

• Identifying opportunities for automation and better ways of working as volumes increase

• Working closely with colleagues across Operations, Product and the wider business to make improvements happen

What we’re looking for

You’ll have experience managing a team in a case-handling environment where people review information or evidence, make decisions and progress cases through to an outcome.

That could be in claims, disputes, complaints, financial services, property, insurance or another case-based customer operation.

You don’t need to have worked in End of Tenancy before, but experience managing casework is essential.

You’ll also bring:

• strong people management experience, including coaching, development and performance management

• experience managing caseloads, queues, priorities and service levels

• good judgement when handling difficult or disputed customer situations

• confidence making day-to-day operational decisions and taking ownership of problems

• experience using data to understand performance and identify improvements

• a practical approach to process improvement and change

• strong written and verbal communication skills

We’re looking for someone who understands how to run a strong case-based customer operation, develop a team and make sure cases are handled consistently and effectively.

How you’ll work

You’ll take ownership, stay calm when things are busy and be comfortable getting into the detail when needed.

You’ll make good decisions, speak up when something could work better, work closely across teams and support your team to do great work.

About flatfair

flatfair is changing the way renting works by making tenancy deposits simpler and fairer for renters, landlords and agents.

We’re a growing business, and we work in a way that gives people real ownership. We expect people to make good decisions, speak up when something could be better, work closely across teams and support each other to do great work.

That means this role comes with plenty of responsibility, but also plenty of opportunity to shape how the EOT operation develops as we grow.

If that sounds like the kind of environment you’d do your best work in, we’d love to hear from you.