Customer Engagement Executive - Vita Student
Position: Full-time
Location: Alderley Edge (one remote day per week)
Salary: £24,000 plus performance bonus
Vita Student delivers the world’s best student living experience thanks to its ‘all in’ offering which is centred around the resident’s needs.
Our Customer Engagement Team supports our customers once they’ve booked their accommodation, and all through their time as a resident with us, through our Customer Enrolment (pre-arrival), Stay Services (post-arrival) and Payment Support sub-teams.
Job Role:
As part of an evolving and growing team you will be the first point of contact and support to customers who have just booked with us to arrive the next academic year, ensuring nothing but an exceptional journey is experienced by all. By working with our residence teams, customers and other members of the Customer Engagement Team, you will also ensure our current residents meet their rental payment obligations and work on projects as and when the company requires to ensure revenue growth across our buildings.
Key Role Responsibilities
- Triage inbound contact from customers via email, phone call and web chat; working to ensure response times are within the target for the season, and escalating customers where appropriate
- Complete outbound calls, emails and messages to students to facilitate contact to understand their booking position and answer any questions that they have, including speaking to authorised third parties where permission is given
- 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 residents via the customer relationship management system
- Develop relationships with Residence Teams to facilitate efficient communications with residents where appropriate or to effectively manage the end of tenancies in line with the operating procedure for empty rooms
The ideal candidate will:
- Be demonstrably familiar with the UK university system, including student finance (either from a domestic or international perspective) or have previous credit control experience
- 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
- 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
- A second language (Mandarin or Spanish preferred) would be beneficial but not essential.
Working hours and location
08:30 – 17:30 Monday to Friday with flexible hours available in accordance with the company Flexible Working Policy. 1 day working from home (Tuesday, Wednesday or Thursday) and 4 days in Alderley Edge Head Office.
Occasional travel around the UK will be required in (driving licence not essential).
What we offer
- Complementary breakfast and lunch at our on-site restaurant
- Team parties/events
- Reward and Recognition incentives throughout the year
- Opportunities for career progression
- Access to 24/7 Employee Assistance Programme
- After passing a 3 month probationary period, a Perkbox account – giving you instant 24/7 access to hundreds of perks, including free drinks, cinema tickets, shopping discounts, employee assistance program, fitness classes, learning courses and much more.
About Vita Student
Vita Student is the world’s best student accommodation brand, created by Vita Group, an intelligence driven platform creating tomorrow’s urban living. Specialists in urban regeneration and accommodation which delivers best-in-class service, Vita Group’s mission is to create environments in which people can thrive. To deliver against this mission, Vita Group seeks good people who are passionate and positive and strive to deliver our best-in-class experience, they operate with foresight and can communicate effectively.
#INDVITA
- Locations
- Alderley Edge
About Vita Group
Customer Engagement Executive - Vita Student
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