Overview
Alderley Edge, Cheshire — Salary: £26,000 per annum. Hours per week: 40. Working patterns: Monday – Friday, with flexibility in working hours including occasional weekends and onsite during peak periods (particularly in summer).
Vita Group is an intelligence driven platform creating tomorrow’s city living. It is represented by seven unique lifestyle brands 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 them, hiring the best people and enabling them to perform at their best. Within Customer Engagement sits our Payment Support Team, designed to facilitate and support customers in upholding their contractual obligations. We are looking to appoint an experienced and enthusiastic Customer Engagement Executive to support our customers from the time they book their accommodation through their stay with us.
Our Brands Vita Group, Vita Student, Union, Uhaus, House of Social, House of Social Food Hall, Dough Religion
Responsibilities
* Triage inbound contact from customers in rental arrears via email, phone, and web chat; ensure timely responses and escalate where appropriate.
* Complete outbound calls, emails, and messages to debtors to understand payment positions, including speaking to authorised third parties when permission is given.
* Negotiate payment terms and follow up consistently to ensure timely collections.
* Identify early signs of potential defaults or payment delays and escalate risks appropriately.
* Provide guidance and support to customers requiring technical assistance in completing a payment.
* Signpost customers to third-party support (such as universities or Student Finance) when needed.
* Maintain accurate logging of all resident debtors via the CRM system.
* Develop relationships with Residence Teams to facilitate efficient communications with debtors and manage end-of-tenancy processes in line with operating procedures for empty rooms.
* Ensure compliance with company credit policies and collection procedures.
* Assist in reconciling accounts and identifying discrepancies.
Who We’re Looking For
We seek a highly driven, detail‑oriented, and empathetic Customer Engagement Executive to join our growing team. This role is critical in ensuring timely collections while maintaining positive customer relationships. The ideal candidate is numerate, a natural problem-solver, and comfortable hearing "+No".
Professional Experience
* Customer-focused background with a confident and articulate telephone manner in both office and remote settings.
* Excellent numerical and analytical skills; adept at quick calculations and spotting inconsistencies.
* Proficient in IT and online tools, with intermediate skills in Microsoft 365 (Outlook and Excel).
* Familiarity with the UK university system, including the application process.
* Experience in data entry, spreadsheet management, and generating reports using online tools.
* Ability to adapt quickly to last-minute changes in plans or policies with a proactive, positive attitude.
Personal Characteristics
* High standard of English (written and oral).
* Flexible and adaptable when plans or policies change, often on short notice.
* Strong sense of ownership, emotional intelligence, and determination to turn challenges into results.
* Risk-aware, resilient, and persistent — capable of handling difficult conversations.
* Excellent listening and communication skills; passionate about connecting with customers.
* Excellent planning and organizational skills; self-motivated to handle a high volume of calls and emails.
* Willingness to go the extra mile and maintain a flexible approach to work.
Benefits
* Holidays – 22 days paid holiday, rising to 25 days (pro rata).
* Flexible Working Hours – Monday to Friday, option to work from home 1 day per week.
* Bank Holidays – 8 paid holidays (England & Wales) (pro rata).
* Your Birthday – Birthday off to celebrate in a meaningful way.
* Perkbox – Perkbox account with lifestyle perks and rewards.
* Royal London Pension – Vita Group contributes 3% of salary to pension plus 5% employee contribution.
* Parties & Events – Annual events to celebrate success.
* Recognition Programmes – Various recognition schemes including employee of the month, champions, and awards.
* Career Development – Induction and development programs with Bronze to Platinum training tracks.
* 24/7 Employee Assistance – Confidential wellbeing support for employees.
Important – We are unable to offer Right to Work Sponsorship. All offers are subject to satisfactory pre-employment checks, including DBS where applicable.
Seniority level: Mid-Senior level
Employment type: Part-time
Job function: Management and Manufacturing
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