Customer Engagement Executive

Overview

Location: Alderley Edge, Cheshire

Salary: £26,000 per annum

Hours Per Week: 40 Hours per week

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. 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. 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.

Our Brands Vita Group – Vita Student – Union – Uhaus – House of Social – House of Social Food Hall – Dough Religion

The Customer Engagement Executive will deliver customer support to our Vita Student brand and will play a key role supporting our Customer Enrolment Manager, as the first point of contact for residents who have secured their student accommodation. They will provide a seamless handover from our Sales Team and ensure all necessary details are accurately captured to ensure a positive move-in experience, answering any questions that students may have along the way.

Responsibilities

• 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 our 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 call and web chat; working to ensure response times are within the target for the season, and escalating customers, 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, transaction issues.

What 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 in IT with intermediate 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.
• Professional experience in adapting quickly and effectively to last-minute changes in plans or policies, while maintaining a proactive and positive attitude.

Personal Characteristics

• Have a high standard of English (written and oral)
• 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
• Ability to demonstrate good team working experience, the capabilities to work on their own initiative, and to display excellent organisation and planning skills
• Enthusiasm, a flexible approach to working, and a willingness to go the extra mile when required
• An excellent listener and all-round brilliant communicator
• Passionate about connecting with and understanding customers
• Resilient, organised, with a can-do attitude

Benefits

• 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 1 day per week
• Bank Holidays – 8 paid holidays (England & Wales Bank Holidays) (pro rata)
• Your Birthday – We insist that our employees take their birthday off work ensuring they can celebrate their special occasion in a way that is meaningful to them.
• Perkbox – All employees are given access to a Perkbox account, enabling them to choose lifestyle perks that matter by giving points to spend on a wide range of products, services & experiences
• Royal London Pension – Vita Group contributes 3% of salary to your pension pot in addition to 5% employee contribution
• Parties & Events – Annual celebrations and events
• Recognition Programmes – Various recognition schemes such as employee of the month vouchers and awards
• Career Development – Induction and learning & development programmes with Bronze, Silver, Gold & Platinum training
• 24/7 Employee Assistance – Confidential wellbeing support

Additional information

Important: Unfortunately, we are unable to offer Right to Work Sponsorship. 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.