Customer Hub Advisor

Torus Group; St Helens; On-site; GBP 21,000 - 25,000; Full time

Job summary

Torus Group is seeking a Customer Service Advisor to join our Customer Hub in St Helens on a fixed-term maternity cover until June 2027. You will be the first point of contact for housing-related enquiries, delivering accurate guidance and resolving issues with care and professionalism.

The role requires strong IT skills, a patient approach and the ability to work collaboratively within a team to meet service targets while upholding policy and data accuracy across channels.

Qualifications

• GCSEs including English (4+).
• Strong IT skills with data entry into case management or IT systems.
• Ability to understand and apply complex policies.
• Ability to provide accurate information across services.
• At least 12 months in a customer service role.
• Experience applying policies to resolve enquiries.
• Experience working with stakeholders and handling difficult conversations.
• Excellent communication, problem-solving and customer care.
• Positive, resilient, and flexible team player.

Responsibilities

• Act as first point of contact for enquiries via phone, email, face-to-face, text and digital channels.
• Provide advice across housing management services including repairs, tenancy management, allocations, complaints, and anti-social behaviour.
• Apply policies accurately to ensure enquiries are resolved and recorded on systems.
• Identify rent arrears, take payments, and arrange repayments.
• Raise and manage repair requests per policies and landlord responsibilities.
• Investigate and resolve enquiries, escalate complex cases when needed.
• Promote digital services and assist customers with online accounts.
• Maintain records and contribute to service standards and performance targets.

Skills

Customer service

Communication skills

Problem solving

Teamwork

IT skills

Education

GCSEs including English

Tools

Case management system

Job description

Are you passionate about delivering excellent customer service and making a real difference to customers? Join our Customer Hub at Torus, where you'll be the first point of contact for a wide range of housing-related enquiries. Working in a fast-paced environment, you'll provide accurate advice, resolve customer queries and work collaboratively with colleagues to deliver positive outcomes. If you have a passion for customer care and enjoy helping people, we'd love to hear from you.

This is a fixed-term maternity cover position until June 2027.

Working Hours:

• 37 hours per week
• Monday to Friday: 7.4 hours per day between 8:00 AM and 8:00 PM
• 1 in 4 Saturdays: 8:00 AM to 12:00 PM

What You'll Be Doing:

• Act as the first point of contact for customer enquiries via telephone, email, face-to-face, text and digital channels.
• Provide advice and guidance across a range of housing management services, including repairs, tenancy management, allocations, complaints and anti-social behaviour.
• Apply company policies and procedures accurately to ensure enquiries are resolved efficiently and recorded correctly on housing management systems.
• Identify rent arrears during customer interactions, take payments, agree repayment arrangements and encourage customers to address outstanding balances.
• Raise and manage repair requests in line with company policies, priorities and landlord responsibilities.
• Investigate and resolve customer enquiries, escalating complex cases and making referrals to specialist teams where appropriate.
• Promote digital services and support customers with setting up and using online accounts.
• Maintain accurate records of all customer interactions and contribute towards achieving service standards and performance targets.

Educated to 4 GCSEs (or equivalent) Grade C/4 or above, including English.

• Demonstrable strong IT skills with experience accurately inputting customer data into case management or IT systems.
• Ability to understand and apply complex policies and procedures across a range of disciplines, including complaint handling and case management.
• Ability to provide accurate information and advice to customers across a broad range of services and enquiries.
• At least 12 months' experience working within a customer service environment.
• Experience of understanding and applying policies and procedures to resolve customer enquiries.
• Experience of working with a range of stakeholders and handling difficult or sensitive conversations professionally.
• Excellent communication, problem-solving and customer care skills.
• A positive, resilient and flexible approach with the ability to work effectively as part of a team.

Interview Process:

Candidates will be invited to attend a face-to-face interview at our St Helens Office week commencing Monday 23rd November 2026. This will be a competency-based interview, along with a brief listening and written assessment to assess your skills, knowledge and ability.

Additional Information:

• Right to work verification
• Qualification certificate check
• 2x completed references
• OH Health Questionnaire - Fit For Work
• DBS check (if required for role)