Customer Engagement Executive. Alderley Edge, Cheshire

Contract: Permanent

Salary: £27,000 per annum

Hours Per Week: Full-time. 40 hours per week

Working Hours: Monday – Friday, 40hours per week. Office based, with 1 working day a week at home if desired.

Vita Group is a developer and operator of high-quality, intelligent residential communities that are redefining renting, co-living, and urban life.

Through its innovative family of brands, Vita Group designs, develops, and operates tailored living environments that enable people to thrive at different stages of their lives.

Vita Student delivers inspirational spaces and experiences to enhance university life. House of Social reimagines shared student living, blending accommodation with vibrant food, drink, and music destinations. Uhaus brings modern, city-centre build-to-rent living for professionals, while Union redefines co-living with flexibility and community at its core. We are looking for a new Customer Engagement Executive to serve 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.

Our Customer Engagement Executive

Working closely with our Residence Teams and maintaining regular engagement with students, our Customer Engagement Executive will 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, this appointment will also play a vital 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.

• Support residents by addressing their questions, guiding them through processes, and ensuring they feel supported throughout their stay.

• 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.

• Upsell additional services / product to current residents to generate additional revenue.

Who We’re Looking For

A highly driven, detail-oriented, and empathetic Customer Engagement Executive to join our growing team.

• Customer-focused background, with a confident and articulate communication style, demonstrating professionalism and clarity in an office settings.

• Commercially astute, sales experience would be a distinct advantage.

• Driven and focused. Self-motivated to process a high number of calls and emails, providing exceptional service along the way.

• Proficient in IT and online web-based tools, with intermediate skills in Microsoft 365, particularly Outlook and Excel.

• Confident with data entry, spreadsheets and reporting using online web-based tools.

• 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.

• Flexible and adaptable when plans or policies change, often at short notice.

• Professional experience in adapting quickly and effectively to last-minute changes in plans or policies, while maintaining a proactive and positive attitude.

• A natural problem-solver with strong negotiation skills.

Personal Characteristics

• Have a high standard of English (written and oral).

• A strong sense of ownership, emotional intelligence, and a determination to turn challenges into results.

• Have strong risk-aware and intuitive

• Be resilient and persistent — not discouraged by rejection or difficult conversations.

• Emotional intelligence — able to read tone, context, and non-verbal cues to guide conversations and decisions.

• Strong prioritisation and organisational skills, and a responsible approach to handling confidential information.

• Be driven and focused, and self-motivated to process a high number of calls and emails, providing exceptional service along the way.

• Enthusiasm, a flexible approach to working, and a willingness to go the extra mile when required.

• An excellent listener and all-round brilliant communicator.

• Passionate about connecting with and understanding customers.

• Resilient, organised, with a can-do attitude.

Why work for us…….

Our head office is designed with people in mind: a modern workspace set in green surroundings, with an onsite restaurant and padel court. Working at Vita means being part of a team that looks out for one another, with thoughtful perks, good food, regular social moments, and wellbeing support that make Vita a place people choose to stay and grow.

We aim to create an environment where people feel supported, challenged, and trusted with fair, competitive rewards and a culture that helps people perform at their best.

Holidays – 22 days paid holiday, rising each year up to 25 days (pro rata).

Flexible Working Hours – Flexible start/finish times between the hours of 08:30 - 18:00

Bank Holidays – 8 paid holidays (England & Wales Bank Holidays) (pro rata).

Free on-site Parking - Free parking on-site. If you don't drive, we are within a 5 minute walk to both train and bus stops.

Free on-Site Restaurant – Discretionary free breakfast & lunch served 5 days a week at our premium on-site restaurant.

Free on-site Padel Court - Cancel that gym membership, and enjoy the fun of padel; providing a full-body workout that boosts cardiovascular health, improves coordination, agility, and strength, while burning calories and bonding with colleagues!

Free Stockport County Football Club Tickets – Free football tickets for employees, to be accompanied by friends or family.

Perkbox – All employees are given access to a Perkbox account, enabling them to choose lifestyle perks that matter by giving points to spend on a wide range of products, services & experiences, such as; cinema tickets, supermarket savings, discounted days out, a daily coffee or a summer holiday – there’s something to suit everyone!

Royal London Pension – We care about our people and their future. Vita Group contribute a financial value of 3% of salary to your pension pot in addition to 5% employee contribution to help prepare for the future.

Parties & Events – We expect high standards from our people and like to reward demanding work by hosting parties and events each year, encouraging colleagues to let their hair down, have a great time and celebrate success together.

Career Development – Whether your Vita Group career is a medium or long-term venture; we onboard all employees by means of a thorough induction, delivering professional progression.

24/7 Employee Assistance – The wellbeing of our colleagues is of vital importance to Vita Group. All employees have access to a confidential service; offering support and guidance for personal or work-related issues that may be impacting wellbeing.

Important

Unfortunately, we are unable to offer Right to Work Sponsorship. Therefore, if you do require a company to sponsor your Right to Work in the UK, we will not be able to progress your application further.

All offers of employment are subject to satisfactory pre-employment checks which will include Disclosure & Barring Service (DBS) checks.