Payments Support Specialist - Customer Engagement

Customer Engagement Executive– Payments Support Team. Alderley Edge, Cheshire

Salary: £27,000 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.

Within Customer Engagement sits our Payments 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.

Our Customer Engagement Executive's responsibilities include:

• Deliver customer support to our students who may need additional support completing their accommodation payments.
• 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 escalate risks appropriately.
• Provide guidance and support to those who require technical assistance in completing a payment.
• 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.

Who We’re Looking For:

• A highly driven, detail-oriented, and empathetic Customer Engagement Executive to join our growing team.
• Customer-focused background, with a confident and articulate telephone manner, demonstrating professionalism and clarity in both office and remote settings.
• 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.

Personal Characteristics:

• Have a high standard of English (written and oral).
• Be 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.
• 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 all-round brilliant communicator.
• Passionate about connecting with and understanding customers.
• Resilient, organised, with a can-do attitude.

Why work for us:

• 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.
• Royal London Pension – 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 numerous recognition schemes.
• Career Development – We onboard all employees by means of a thorough induction and learning & development programme.
• 24/7 Employee Assistance – All employees have access to a confidential service offering support and guidance for personal or work-related issues.

Important: 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.