Job Description

Salary: Up to 30,000
Location: Hitchin + hybrid
About Zero Deposit
Renting a new home can be stressful and expensive. At Zero Deposit, we're changing that.
We give tenants an alternative to expensive security deposits, allowing them to spend their money on the things they love.
We are a market-defining business on a mission to make renting easier, faster and fairer. We will only do that with an exceptional team, a market-leading product and an amazing customer experience.
About the Role
As a Customer Support Specialist, you'll be at the frontline of our service, helping renters and landlords navigate end-of-tenancy claims. You'll ensure claims are handled with clarity, fairness and speed, and you'll help turn what can be a fraught moment into a positive experience.
About You

• You're customer-obsessed: you care about getting the right result, not just completing the task.
• You communicate clearly and confidently, especially by phone.
• You're resilient under pressure, organised and able to juggle multiple cases.
• You have experience in operations, dispute resolution or customer claims (property/rental experience a plus).
• You love solving problems and making things better. You don't just accept "this is how it's always done".

What you'll do
Be the first point of contact for tenants, landlords and agents by phone and email, guiding them fairly through the process.
Review tenancy agreements, claims evidence and documentation, make informed decisions and escalate when needed.
Work hand-in-glove with our Claims team and Support functions to refine processes and share insights for improvement.
Contribute to process improvement: spot bottlenecks, feed back on tools and help shape our service delivery.
Deliver consistent, excellent customer interactions and help us raise the bar in fairness and clarity.
Benefits You'll Get From Us:
In addition to your salary, we offer the following benefits.

• Starting 25 days holiday, rising to 30, plus your birthday off!
• Hybrid working. Flexibility based on performance & team needs
• Coaching for personal wellbeing and leadership development
• Life insurance + company pension
• Wellness and volunteering support
• Real career progression
• Work for a business genuinely improving the renting experience

Join us
If you're ready to take ownership, deliver impact and be part of a team that is redefining renting, we'd love to hear from you. Apply now.

Skills Required