Overview
Customer Engagement Executive – Vita Student, Vita Group
Location: Alderley Edge, Cheshire
Salary: £26,000 per annum • Hours per week: 40 • Working patterns: Monday – Friday. The role may require flexibility in working hours, including occasional weekends and be onsite during peak operational periods, particularly in the summer season.
Vita Group is an intelligence driven platform creating tomorrow’s city living. It’s represented by seven unique lifestyle brands, in multiple cities across the UK and Spain with residents and guests from over 100 countries. We are looking to appoint an experienced and enthusiastic Customer Engagement Executive to support our customers once they’ve booked their accommodation, and all through their time as a resident with us.
Responsibilities
* Deliver customer support to our Vita Student brand and play a key role supporting our Customer Enrolment Manager, as the first point of contact for residents who have secured their student accommodation, providing a seamless handover from our Sales Team, and ensuring all necessary details are accurately captured to ensure a positive move-in experience.
* Work closely with Vita Group’s Sales Teams to ensure a seamless handover of new customer accounts.
* Maintain regular contact with each new customer to ensure a clear understanding of what life at Vita Student looks like, months prior to move-in.
* Work collaboratively with both our UK Head Office and international teams across China, India and Spain.
* Protect bookings against future cancellations or payment arrears, whilst encouraging customers through our self-serve tenancy management platform.
* Complete outbound calls, emails and messages to new customers, including speaking to authorised third parties where permission is given, to ensure that the customer has chosen the correct contractual options for their needs.
* Triage inbound contact from customers who have questions or queries about their upcoming stay via email, phone and web chat; ensure response times meet seasonal targets and escalate where appropriate.
* Maintain accurate logging of resident contact via the customer relationship management system.
* Develop relationships with Global Sales Teams to facilitate efficient communications with new residents.
* Support efficient handling of the post-booking cancellations process and in line with company procedure.
* Provide support to customers regarding payment-related queries, including payment plans, deadlines, and transaction issues.
Qualifications
Who We’re Looking For
* A talented and ambitious customer focused professional looking to gain quality experience in a dynamic entrepreneurial business as part of their own personal career path.
Professional Experience
* Customer-focused background, with a confident and articulate telephone manner, demonstrating professionalism and clarity in both office and remote settings.
* Familiarity with the UK university system, including the application process.
* Proficient IT skills in Microsoft 365, particularly Outlook and Excel
* Proven experience in data entry, spreadsheet management, and generating reports using online web-based tools and platforms.
* Experience adapting quickly to last-minute changes in plans or policies, while maintaining a proactive and positive attitude.
Personal Characteristics
* High standard of English (written and oral)
* Excellent planning and organisational skills
* Driven, self-motivated, and able to handle a high volume of calls and emails with exceptional service
* Ability to work well in a team and on own initiative with strong organisational skills
* Flexible, enthusiastic, and willing to go the extra mile
* Excellent listener and communicator; passionate about connecting with customers
* Resilient, organised, with a can-do attitude
Benefits
* Holidays – 22 days paid holiday, rising to 25 days pro rata
* Flexible Working Hours – Monday to Friday, with option to work from home 1 day per week
* Bank Holidays – 8 paid holidays (England & Wales) pro rata
* Your Birthday – take your birthday off work
* Perkbox – access to lifestyle perks
* Royal London Pension – Vita Group contributes 3% of salary; 5% employee contribution
* Parties & Events – annual events to celebrate success
* Recognition Programmes – multiple recognition schemes
* Career Development – induction and learning & development, with Bronze to Platinum training
* 24/7 Employee Assistance – confidential wellbeing support
Important: Right to Work sponsorship is not offered. All offers are subject to pre-employment checks including DBS checks.
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