Customer Engagement Executive

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.

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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

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.

• 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.

• 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…