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. Within Customer Engagement sits our Payments Support Team, designed to facilitate and support our customers in upholding their contractual obligations.

Job Role:

Reporting to the Payments Support Manager, and supporting the Payments Support Team Leader, you will be the first point of contact for our residents who need extra help with completing their accommodation payments.

By working with our residence teams and by maintaining regular contact with our customers, you will work to ensure that rental arrears are kept to a minimum and a plan is in place with customers who are experiencing difficulty to get them back on track with their payments.

Key Role Responsibilities

• Triage inbound contact from customers who are in rental arrears, 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 debtors to facilitate contact to understand their payments position, 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 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.

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)

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
• 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
• Team parties/events
• Reward and Recognition incentives throughout the year
• Opportunities for career progression
• Access to 24/7 Employee Assistance Programme

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.