Reposit
Operations: End Of Tenancy Experience Associate
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About the Role
Reposit’s End of Tenancy team manages the most sensitive and commercially critical stage of our product lifecycle - the point where customer experience, partner relationships, and financial outcomes all come together.
You’ll be joining a small, high-performing team that handles thousands of claims each year. Your job is to make sure landlords are reimbursed fairly and efficiently, tenants are treated with respect, and our partners trust us to deliver consistent, high-quality outcomes.
This is a hands-on role with real ownership. You’ll manage individual claims end to end, and play an active role in improving how we operate as we continue to scale.
Claims handling is the core of this role, however, Reposit is growing fast, and priorities shift with it. From time to time, that means stepping into wider Operations work, such as process improvements, running new initiatives to improve performance, or Customer Support activity - depending on where the business needs support most. In short, we're hiring for a broader operational mindset, not just a claims handler: someone who's detail-oriented and wants real ownership over their casework, but who's equally comfortable flexing into other areas when the business asks.
Key Responsibilities
- Manage tenancy deposit claims end to end, including evidence review, decision-making, and outcome communication
- Communicate clearly and empathetically with landlords, tenants, and letting agents throughout the claims process
- Identify, manage, and escalate high-risk cases
- Monitor and contribute to improvements in core performance metrics such as resolution time, recovery rate, and partner satisfaction
- Collaborate closely with insurers and debt collection partners to support recovery outcomes
- Maintain and improve internal documentation, decision frameworks, and guidance materials
- Proactively suggest and implement operational improvements based on trends, data, or repeated issues
- Flex into broader Ops or CS work as needed - supporting business initiatives, projects, or customer-facing work outside core EoT claims when priorities require it
About Reposit
Reposit is a fintech company on a mission to improve the rental industry for agents, landlords, and tenants. Our core product is an innovative alternative to costly and outdated tenancy deposits. With Reposit, landlords get more protection, agents reduce admin and earn extra income, and tenants save money upfront - paying just one week’s rent instead of the traditional five-week deposit.
Since launch, we’ve partnered with thousands of estate agents, property managers, and build-to-rent operators nationwide. We also integrate with leading software providers, including tenant referencing and CRM platforms.
We are a remote-first company, but we meet monthly in person to work together and socialise.
What’s It Like to Work at Reposit?
We are a lean team building a robust and sustainable business. Not just a hype machine. We care about delivering on Reposit’s mission for our customers. Being a scale-up we need to be agile and move fast. We also understand that it is a marathon that requires patience and resilience to achieve success in the long run.
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As a remote-first team, we look for people who are self-motivated, productive and collaborative. We empower team members to take ownership, make decisions, and choose the best way to solve problems. When things don’t work, we learn and move on; no blame.
We value open communication and honest conversations. We hold weekly all-hands and monthly in-person meetups to stay connected and keep our culture strong.
Although we understand that culture evolves and it can be oversimplifying to codify it into a handful of words, here are some things we look for in all Reposit team members:
- You care
- You demonstrate genuine care for the quality of your work, your teammates, and the experience we deliver to customers and partners.
- You embrace challenge
- You enjoy tackling complex problems, operating in grey areas, and taking ownership of difficult decisions in high-risk or uncertain situations.
- You are proactive and self-driven
- You take initiative, anticipate needs, and operate effectively without constant direction.
- You are collaborative
- You work well across teams, communicate clearly, and are considerate of others’ time and priorities.
If this sounds like you, make sure to apply!
What Success Looks Like
After 3 months, you will:
- Independently manage a caseload, including higher-value and higher-risk claims, with minimal supervision
- Develop a solid understanding of Reposit’s business, products, customers, and operating model
- Build relationships across the team, understanding team responsibilities and who to go to for support or escalation
- Apply adjudication standards, internal frameworks, and commercial judgement consistently
- Communicate confidently and empathetically in contentious or emotionally charged situations
- Meet or exceed SLAs while maintaining high-quality outcomes
- Identify red flags, fraud indicators, or escalation risks early
After 6 months, you will:
- Be a go-to handler for complex, disputed, or edge-case claims
- Build strong working relationships with insurers and internal stakeholders
- Identify trends and recurring issues within claims and propose practical process or tooling improvements
- Contribute to improving key metrics such as resolution time and partner satisfaction
- Comfortably step into ad hoc Ops or CS initiatives when priorities shift
After 12 months, you will:
- Be recognised as a subject matter expert in end-of-tenancy claims and dispute handling
- Take ownership of niche or high-risk areas of the process
- Support onboarding, coaching, or quality assurance for new team members
- Influence how the function scales while maintaining quality, fairness, and commercial discipline
- Be trusted as a flexible team member who can be deployed across Ops depending on where the business needs support most
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Must-Have Experience
Claims Handling Experience
- Proven experience managing claims end-to-end in a high-volume, high-risk environment, with clear ownership of outcomes
- Confident assessing detailed documentation and supporting evidence, including tenancy agreements, inventories, invoices, and statements
- Experienced applying policy wording, adjudication standards, or deposit protection guidelines to reach fair, consistent, and defensible decisions
Escalation & Judgement
- Experience handling contested or adversarial cases, including formal escalations
- Strong commercial judgement in grey areas, with the ability to identify fraud indicators, risk, and appropriate escalation paths
Decision Ownership & Quality Focus
- Used to making decisions that may be challenged, reviewed, or audited, supported by clear rationale and documentation
- Detail-oriented and accountable from case initiation through resolution and recovery
Systems, Data & Recovery Awareness
- Comfortable managing a high caseload independently using case management systems or internal tools
- Confident using a range of third-party systems (e.g. Intercom, HubSpot) and motivated to go deeper to build workflows, automations, or process improvements within them
- Working understanding of debt recovery processes, repayment plans, and third-party escalation
Autonomy, Adaptability & Improvement Mindset
- Proactive and comfortable operating with minimal supervision
- Engaged and curious about AI-assisted tools and workflows, and keen to use them to work faster or make better decisions
- Actively contributes to improving processes, controls, and outcomes based on experience
- Comfortable moving between casework and broader operational or customer-facing tasks
- Enjoys picking up ad hoc projects or work outside their core remit
Preferable Experience
- Experience working in fast-paced, evolving environments with changing processes and priorities (e.g. startups, scale-ups, or new teams within larger organisations)
- Background in property, insurance, financial services, or other regulated claims environments
- Exposure to Ops or Customer Success functions (e.g. process design, customer communications, initiative delivery) alongside claims/case work
- Familiarity with Google Drive, claims or debt management systems, Slack, Zapier, or automation tools
Compensation and Benefits
- Salary range: £32,000–£40,000 (dependent on experience)
- Eligibility for company stock option scheme after 12 months
- Remote-first role with monthly and quarterly meet-ups
- Company equipment including a MacBook Pro, second screen, and a £500 remote work setup budget
- Hubble Pass providing access to office space near you, as required
- 25 days holiday + bank holidays for the first 2 years, increasing by 1 day per year up to 28 days
- Your birthday off
- Employer’s pension scheme
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