Customer Engagement Executive

Vita Student; Wilmslow; Hybrid; GBP 26,000; Full time

Job summary

A leading student accommodation provider in Wilmslow is looking for a Customer Engagement Executive to support residents post-booking. This role involves ensuring a seamless transition from sales to residence, maintaining contact with customers, and addressing their queries. Ideal candidates should have a customer-focused background and excellent communication skills, with experience in data management and familiarity with the UK university system.

Benefits

£26,000 annual salary

22 days paid holiday plus bank holidays

Access to Perkbox for lifestyle perks

Pension contributions

Free parking and meals

Qualifications

• A talented and ambitious customer-focused professional looking to gain quality experience.
• Proven experience in data entry and spreadsheet management.
• Familiarity with the UK university system, including the application process.

Responsibilities

• Deliver customer support to ensure a seamless experience.
• Maintain regular contact with each new customer.
• Complete outbound communication to new customers.

Skills

Customer-focused background

Proficient in Microsoft 365

Excellent planning and organisational skills

Good team working experience

Effective listening skills

Tools

CRM systems

Data entry tools

Job description

Customer Engagement Executive – Alderley Edge, Cheshire 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 Our Customer Engagement Executive’s Deliver customer support to our brand and will play a key role supporting our Customer Enrolment Manager, as the first point of contact for our residents who have secured their student accommodation, providing a seamless handover from our Sales Team, and ensuring 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 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 our UK Head Office and 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 in line with company procedure.
• Provide support to customers regarding payment‑related queries, including payment plans, deadlines, transaction issues.

Qualifications

• 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., 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

• High standard of English (written and oral).
• Excellent planning and organisational skills.
• Driven and self‑motivated to process a high number of calls and emails, providing exceptional service along the way.
• Good team working experience, works on own initiative, displays excellent organisation and planning skills.
• Enthusiastic, flexible approach to work, and willing to go the extra mile when required.
• Excellent listener and all‑round brilliant communicator.
• Passionate about connecting with and understanding customers.
• Resilient, organised, with a can‑do attitude.

Benefits and Working Conditions

• Salary: £26,000 per annum.
• Hours per week: 40 hours (Monday–Friday, flexibility including occasional weekends).
• Remote working: one day per week.
• Pension: Royal London Pension – Vita Group contributes 3% of salary to your pension pot in addition to 5% employee contribution.
• Parties & Events – parties and events each year to celebrate success.
• Recognition programmes – employee of the month vouchers, community champion, experience awards, golden buzzer awards, work anniversaries.
• Career development – induction programme and Bronze, Silver, Gold and Platinum training & recognition schemes.
• 24/7 employee assistance – confidential service for personal or work‑related issues.
• Holidays – 22 days paid holiday, rising each year to 25 days (pro‑rata) plus 8 paid bank holidays (England and Wales).
• On‑site perks – free parking, discretionary free breakfast & gourmet lunches cooked by Head Chef.
• Perkbox – access to a Perkbox account to choose lifestyle perks such as cinema tickets, supermarket savings, discounted days out, coffee or summer holiday.

Important: We are unable to offer Right to Work Sponsorship. Therefore, 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.