Customer Engagement Executive

Vita Student; Alderley Edge; On-site; GBP 26,000; Full time

Job summary

A prominent student accommodation provider in Alderley Edge seeks a Customer Engagement Executive to ensure a positive experience for students upon check-in and throughout their stay. The ideal candidate will have strong communication skills, familiarity with the UK university system, and the ability to handle inquiries effectively. This position offers a salary of £26,000 per annum, flexible working hours, and excellent career development opportunities.

Benefits

22 days paid holiday

Flexible working hours

Free on-site parking

Discretionary meals

Access to Perkbox for various discounts

Pension contributions

Recognition programs

Career development opportunities

Qualifications

• High standard of English (written and oral) required.
• Confidence in office communication.
• Flexibility in adapting to changing policies.
• Team working experience is essential.
• Enthusiasm and a willingness to go the extra mile.

Responsibilities

• Serve as the primary contact for students checking into accommodation.
• Guide residents through processes and address their questions.
• Collaborate with various teams to mitigate cancellations.
• Maintain a strong relationship with students to ensure support.
• Conduct outbound communications to cater to customer needs.
• Triage inbound queries from customers about their stays.

Skills

Strong commercial astute

Problem solving

Negotiation skills

Familiarity with UK university system

Data entry and reporting

Planning and organisational skills

Office 365 proficiency

Self-motivated

Job description

Customer Engagement Executive – 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 Student accommodation delivers the world’s best student living experience for students studying in the UK and Spain.
Our Customer Engagement Team supports our customers once they’ve booked their accommodation, and all through their time as a resident with us. Within Customer Engagement sits our Stay Services Team, and we are dedicated to ensuring a smooth journey to all new residents once they move into their new home.

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

Our Customer Engagement Executive's

As a key member of the Customer Engagement Team, our Customer Engagement Executive serves as the primary point of contact for students who have checked into their accommodation. Providing clear, timely communication across internal teams, ensuring that every enquiry is handled appropriately and contributes to a positive and reassuring student experience.

• Support residents by addressing their questions, guiding them through processes, and ensuring they feel supported throughout their stay.
• Working closely with our Residence Teams and maintaining regular engagement with students, help ensure that each resident feels heard and understood, proactively resolving issues and contributing to a welcoming and supportive living environment.
• Based within our UK head office and collaborating with colleagues across China, India, and Spain, the position plays a pivotal role in safeguarding future bookings by mitigating potential cancellations or payment concerns, while encouraging students to utilise our self‑service tenancy management platform for seamless ongoing support.
• Work closely with Vita Group's Sales Teams to ensure a seamless handover of new customer accounts.
• Complete outbound calls, emails and messages to customers ensuring their needs are met.
• Triage inbound contact from customers who have questions or queries about their stay via email and phone call; 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 Teams to facilitate efficient communications with 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 deadlines and transaction issues.
• Upselling additional services / product to current residents to generate additional revenue

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 Experience

• Obtain strong commercial astute.
• A natural problem solver with strong negotiation skills.
• Experience with sales would be ideal but not essential.
• Be demonstrably familiar with the UK university system.
• Be confident with data entry, spreadsheets and reporting using online web‑based tools.
• Possess excellent planning and organisational skills.
• Possess a working knowledge of Office 365 suite (particularly Outlook and Excel).
• Be driven and focused, and self‑motivated to process a high number of calls and emails, providing exceptional service along the way.

Personal Characteristics

• Have a high standard of English (written and oral).
• Be confident and articulate when speaking on the telephone, including in an office setting.
• Be flexible and adaptable when plans or policies change, often at short notice.
• Ability to demonstrate good team working experience, the capabilities to work on their own initiative.
• Enthusiasm, a flexible approach to working, and a willingness to go the extra mile when required.
• Passionate about connecting with and understanding customers.
• Resilient, organised, with a can‑do attitude.

In return, we will provide the experience and exposure within the business group (UK and internationally) to help develop skill sets and hone expertise for career progression.

Why work for us…

Vita’s nurturing environment encourages colleagues to develop, perform and excel at what they do and provide plenty of opportunities for career progression. We reward the commitment and dedication of our people by providing the following 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)

On‑Site Perks – Free parking on‑site. Discretionary free breakfast & gourmet lunches cooked and served Monday - Friday by our Head Chef and his team at our stunning restaurant.

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, such as; cinema tickets, supermarket savings, discounted days out, a daily coffee or a summer holiday – there’s something to suit everyone!

Royal London Pension – We care about our people and their future. Vita Group contribute a financial value of 3% of salary to your pension pot in addition to 5% employee contribution to help prepare for the future.

Parties & Events – We expect high standards from our people and like to reward demanding work by hosting parties and events each year, encouraging colleagues to let their hair down, have a great time and celebrate success together.

Recognition Programmes – We recognise and celebrate our people via numerous recognition schemes, such as employee of the month vouchers, community champion, experience awards, golden buzzer awards, work anniversaries etc.

Career Development – Whether your Vita career is a medium or long‑term venture; we onboard all employees by means of a thorough induction and learning & development programme, delivering professional progression via our Bronze, Silver, Gold & Platinum training & recognition schemes.

24/7 Employee Assistance – The wellbeing of our colleagues is of vital importance to Vita Group. All employees have access to a confidential service; offering support and guidance for personal or work‑related issues that may be impacting wellbeing.

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.