Overview
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. Vita's principal commitment to its people is to inspire and empower and it's something the business is deeply passionate about, hiring the very best people and enabling them to perform at the very best of their abilities. Within Customer Engagement sits our Payment Support Team, designed to facilitate and support our customers in upholding their contractual obligations. 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
* Triage inbound contact from customers who are in rental arrears, via email, phone call and web chat; work to ensure response times are within the target for the season, and escalating customers where appropriate.
* Complete outbound calls, emails and messages to debtors to facilitate contact to understand their payments position, including speaking to authorised third parties where permission is given.
* Negotiate payment terms and follow up consistently to ensure timely collections.
* Identify early signs of potential defaults or payment delays and upscale risks appropriately.
* Provide guidance and support to those who require technical assistance in completing a payment.
* Provide guidance and signpost those who may require support from third parties (such as universities or Student Finance).
* Maintain accurate logging of all resident debtors via the customer relationship management system.
* Develop relationships with Residence Teams to facilitate efficient communications with debtors where appropriate or to effectively manage the end of tenancies in line with the operating procedure for empty rooms.
* Ensure compliance with company credit policies and collection procedures.
* Assist in reconciling accounts and identifying discrepancies.
Candidate Profile & Experience Requirements
* Excellent numerical and analytical skills – quick with calculations and spotting inconsistencies.
* Proficient in IT and online web‑based tools, with intermediate skills in Microsoft 365, particularly Outlook and Excel.
* Familiarity with the UK university system, including the application process.
* Proven experience in data entry, spreadsheet management, and generating reports using online web‑based tools and platforms.
* Professional experience in adapting quickly and effectively to last‑minute changes in plans or policies, while maintaining a proactive and positive attitude.
* High standard of English (written and oral).
* Strong sense of ownership, emotional intelligence, and a determination to turn challenges into results.
* Risk‑aware and intuitive.
* Resilient and persistent – not discouraged by rejection or difficult conversations.
* Excellent listening and communication skills.
* Passionate about connecting with and understanding customers.
* Self‑motivated and able to process a high number of calls and emails, providing exceptional service along the way.
Personal Characteristics
* Be flexible and adaptable when plans or policies change, often at short notice.
* Be resilient and persistent – not discouraged by rejection or difficult conversations.
* Emotional intelligence – able to read tone, context and non‑verbal cues to guide conversations and decisions.
* Possess excellent planning and organisational skills.
* Be driven and focused, and self‑motivated to process a high number of calls and emails, providing exceptional service along the way.
* Enthusiasm, a flexible approach to working, and a willingness to go the extra mile when required.
* An excellent listener and brilliant communicator.
* All‑round communicator.
Benefits & Perks
* Royal London Pension – we care about our people and their future. Vita Group contribute a financial value of 3 % of salary to your pension pot in addition to 5 % employee contribution.
* Parties & Events – we host parties and events each year, encouraging colleagues to celebrate success together.
* Recognition Programmes – we recognise and celebrate our people via employee of the month vouchers, community champion, experience awards, golden buzzer awards, work anniversaries etc.
* Career Development – comprehensive induction and learning & development programme with Bronze, Silver, Gold & Platinum training & recognition schemes.
* 24/7 Employee Assistance – access to a confidential service offering support and guidance for personal or work‑related issues.
* Holidays – 22 days paid holiday, rising each year up to 25 days (pro rata).
* Flexible Working Hours – Monday to Friday with an option to work from home one day per week.
* Bank Holidays – 8 paid holidays (England & Wales Bank Holidays) (pro rata).
* Birthday – we insist employees take their birthday off work.
* Perkbox – access to a Perkbox account with a wide range of lifestyle perks.
Important Notices
We are unable to offer Right to Work sponsorship. Therefore, if you require a company to sponsor your Right to Work in the UK, we will not be able to progress your application further. All offers of employment are subject to satisfactory pre‑employment checks, which will include Disclosure & Barring Service (DBS) checks.
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