Customer Enrolment Executive

Salary: £27,000 per annum

Hours Per Week: 40 Hours per week

Working Patterns: Monday – Friday flexible working hours. Office based, with 1 day working from home if desired. The role may require flexibility in working hours, including occasional weekends and be on site during peak operational periods, particularly in the summer season.

Vita Group is a developer and operator of high-quality, intelligent residential communities that are redefining renting, co-living, and urban life. Through its innovative family of brands, Vita Group designs, develops, and operates tailored living environments that enable people to thrive at different stages of their lives.

Our Customer Enrolment Executive works with our Sales Teams and maintains regular contact with our customers to ensure that each new customer has a clear understanding of what life at Vita Student looks like, months before they even move in. Working within a team in our head office in the UK but as part of a larger team based across China, India and Spain, you will be protecting our 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.
• Work closely with our Sales Teams and maintain regular engagement with students, helping ensure that each resident feels heard and understood, proactively resolving issues and contributing to a welcoming and supportive living environment.
• 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 in line with company procedure.
• Upsell additional services or products to current residents to generate additional revenue.
• Provide support to customers regarding payment-related queries, including payment plans, deadlines and transaction issues.

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 Characteristics & Experience

• A natural problem solver with strong negotiation skills.
• Familiar with the UK university system.
• Accurate data entry and reporting using Microsoft Excel & online web-based tools.
• Passionate about connecting with and understanding customers.
• Confident and articulate when speaking on the telephone, including in an office setting.
• Good team working experience with the capability to work on own initiative.
• Excellent planning and organisational skills.
• Flexible and adaptable when plans or policies change, often at short notice.
• Strong working knowledge of Office 365 suite (particularly Outlook and Excel).
• Sales experience would be ideal but not essential.

Personal Characteristics

• Have a high standard of English (written and oral).
• An excellent listener and all-round brilliant communicator.
• Flexible and adaptable when plans or policies change, often at short notice.
• A strong sense of ownership, emotional intelligence, and a determination to turn challenges into results.
• Resilient and persistent with a can-do attitude.
• Not discouraged by rejection or difficult conversations.
• Emotional intelligence — able to read tone, context and non-verbal cues to guide conversations and decisions.
• 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.

In return, we will provide:

• Experience and exposure within the business group (UK and internationally) to help develop skill sets and hone expertise for career progression.
• Holidays – 22 days paid holiday, rising each year up to 25 days (pro rata).
• Flexible Working Hours – Flexible start/finish times between the hours of 08:30 – 18:00.
• Bank Holidays – 8 paid holidays (England & Wales Bank Holidays) (pro rata).
• Free on-site Parking – Free parking on-site.
• Free on-site Restaurant – Discretionary free breakfast and lunch served 5 days a week at our premium on-site restaurant.
• Free on-site Padel Court – Enjoy the fun of padel; providing a full-body workout while bonding with colleagues.
• Free Stockport County FC Tickets – Free football tickets for employees, to be accompanied by friends or family.
• Royal London Pension – Vita Group contributes a financial value of 3% of salary to your pension pot in addition to 5% employee contribution.
• Perkbox – Access to a Perkbox account, enabling lifestyle perks that matter.
• Parties & Events – Hosting parties and events each year to celebrate success together.
• Career Development – Thorough induction and professional progression.
• 24/7 Employee Assistance – Access to a confidential service offering support and guidance for personal or work-related issues.

Right to Work

Unfortunately, we are unable to offer Right to Work sponsorship. Therefore, if you do 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.