Vita Group
Customer Engagement Executive – Payments Support Team
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Customer Engagement Executive Vacancy
Location: Alderley Edge, Cheshire
Salary: £27,000 per annum
Hours: 40 hours per week (Monday – Friday, with occasional flexibility including weekends and summer onsite requirements)
About the Role
Vita Group is an intelligence-driven platform shaping tomorrow’s urban living. Represented by seven lifestyle brands across the UK and Spain, we welcome residents from over 100 countries. Comprising brands like Vita Student, Union, Uhaus, House of Social, House of Social Food Hall, and Dough Religion, we prioritise our people by fostering growth and empowering each individual to excel.
Within Customer Engagement, our Payments Support Team ensures customers uphold contractual obligations. We’re seeking an experienced and energetic Customer Engagement Executive to support residents from booking to their stay, focusing on payment compliance and resident relations.
Key Responsibilities
Customer Payment Support
- Deliver dedicated payment assistance to students needing help with accommodation settlements.
- Collaborate with residence teams to minimise rental arrears via tailored support plans.
- Triage inbound enquiries (email/phone/web chat) from arrears customers while meeting seasonal response targets. Escalate as needed.
- Conduct outbound debtor communications (phone/email) to clarify payment statuses, including authorised third-party discussions.
- Negotiate payment terms and enforce follow-ups to secure timely collections.
- Identify and escalate risks of defaults or delays proactively.
- Provide technical support for payment completion and signpost external assistance (e.g., universities/Student Finance).
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Administrative & Strategic Duties
- Maintain accurate CRM records of residential debts.
- Work with residence teams to streamline end-of-tenancy communications and empty room procedures.
- Ensure strict compliance with company credit policies.
- Assist with account reconciliation and discrepancy resolution.
Person Specification
Professional Experience
- Proven track record in customer-facing roles with exceptional telephone presence.
- Proficiency in high-level numeracy: calculations, inconsistency detection, and error correction.
- Intermediate Microsoft 365 familiarity (Outlook, Excel) and IT fluency with online tools.
- Knowledge of UK university systems, particularly accommodation application processes.
- Hands-on experience in data entry, spreadsheets, reporting within digital platforms.
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Qualities & Behaviours
- Empathy, resilience, and results-driven mindset in tackling payment challenges.
- Critical listener, with strong verbal/written communication and emotional intelligence.
- High negotiation energy—undeterred by rejection in financial discussions.
- Risk-awareness with tactical problem-solving.
- Organisational skil l, thriving under pressure with a proactive attitude.
Our Benefits
- 22 paid holiday days (scaling to 25 annually, pro rata).
- Flexible working: 1 home-working day/week.
- 8 paid UK bank holidays.
- Birthday off: Hands-off the day of your birth to celebrate freely.
- Perkbox: £100 annual spending allowance on experiences/goods.
- 5% employee + 3% employer pension contribution via Royal London.
- Quarterly celebrations: Networking events, team get-togethers.
- Recognition schemes: Extensive awards for performance milestones.
- 24/7 staff support via confidential assistance programme.
Note: Right-to-Work Sponsorship unavailable. Pre-employment checks include DBS mandatory.
(Pre-employment checks such as Disclosure and Barring Service (DBS) may apply.)
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