Customer Engagement Executive – Support Team

Join to apply for the Customer Engagement Executive – Payments Support Team role at Vita Group

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.

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

Our Customer Engagement Executive's

• Deliver customer support to our students who may need additional support completing their accommodation payments. By working with our residence teams and by maintaining regular contact with our customers, our Customer Engagement Executive will work to ensure that rental arrears are kept to a minimum and a plan is in place with customers who are experiencing difficulty getting them back on track with their 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.
• Provide guidance and signpost those who may require support from third parties (such as universities or Student Finance).
• 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. This role is critical in ensuring timely collections while maintaining positive customer relationships. The ideal candidate is excellent with numbers, a natural problem-solver, and not afraid of hearing "No."

Professional Experience

• 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…