Overview
The Customer Engagement Executive is the primary point of contact for students who have checked into their accommodation, ensuring clear, timely communication across internal teams and providing a positive and reassuring student experience. Working closely with Residence Teams and collaborating with colleagues across China, India and Spain, the role also safeguards future bookings by mitigating cancellations and encouraging use of our self‑service tenancy management platform.
Responsibilities
* Support residents by addressing questions, guiding them through processes and ensuring they feel supported throughout their stay.
* Complete outbound calls, emails and messages to customers, ensuring their needs are met.
* Triage inbound contact from students via email and phone, ensuring response times meet seasonal targets and escalating where appropriate.
* Maintain accurate logging of resident contact via the customer relationship management system.
* Develop relationships with Global Teams to facilitate efficient communication with residents.
* Support efficient handling of the post‑booking cancellations process in line with company procedure.
* Provide support to customers regarding payment‑related queries, including deadlines and transaction issues.
* Upsell additional services or products to current residents to generate additional revenue.
Qualifications
* Customer‑focused background with confident and articulate communication skills in an office setting.
* Commercially astute; sales experience is a distinct advantage.
* Self‑motivated, able to process a high number of calls and emails while providing exceptional service.
* Proficient in IT and online web‑based tools, with intermediate skills in Microsoft 365 (Outlook, Excel) and data entry, spreadsheet management and reporting.
* Familiarity with the UK university system, including the application process.
* Flexible and adaptable to last‑minute changes in plans or policies.
* Strong problem‑solving, negotiation and prioritisation skills.
* High standard of written and spoken English.
* Strong sense of ownership, emotional intelligence and resilience.
Benefits
* Paid holiday: 22 days (rising to 25 days pro‑rata).
* Flexible working hours between 08:30 and 18:00.
* Bank holidays: 8 paid days (England & Wales).
* Free on‑site parking.
* Free on‑site restaurant (discretionary breakfast & lunch 5 days a week).
* Free on‑site padel court.
* Free Stockport County football club tickets for employees and selected guests.
* Perkbox account for lifestyle perks.
* Royal London pension: 3% salary contribution by the company plus 5% employee contribution.
* Social events and parties each year.
* Career development and ongoing training.
* 24/7 employee assistance and wellbeing support.
Legal & Application Information
Unfortunately, we are unable to offer Right to Work sponsorship in the UK. All offers of employment are subject to satisfactory pre‑employment checks, including Disclosure & Barring Service (DBS) checks.
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