Customer Hub Advisor

Hmsworks; St Helens; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working

Support for professional development

Lease car scheme

Job summary

Torus in St Helens is seeking a dedicated Customer Service Advisor to deliver outstanding support across housing services. You will handle enquiries via phone, digital, face-to-face and written channels, resolving issues and guiding customers to the right solutions.

The role emphasizes proactive problem-solving, accurate record-keeping and a strong commitment to equality and safeguarding. Flexible, customer-focused, and able to work with a variety of teams and systems.

Qualifications

• Educated to 4 GCSE (or equivalent) Grade C or above including English.
• Experience in a busy customer service environment.
• Ability to explain information clearly across different channels.
• Proactive problem-solver who takes ownership of enquiries and sees issues through to resolution.

Responsibilities

• Acting as the first point of contact for customer enquiries across telephone, digital, face-to-face and written channels.
• Providing advice, guidance and solutions across a range of housing services, ensuring customers receive accurate and timely support.
• Taking ownership of customer enquiries, resolving issues at first point of contact wherever possible and referring to specialist teams when needed.
• Supporting customers with rent account enquiries, taking payments and agreeing repayment arrangements in line with policy.
• Processing applications and enquiries relating to rehousing, transfers and mutual exchanges.
• Raising, prioritising and managing repair requests, ensuring customers understand landlord and tenant responsibilities.
• Handling complaints and anti-social behaviour reports, maintaining accurate records and case notes.
• Promoting digital services and supporting customers to access online accounts and self-service options.
• Working collaboratively with colleagues and partners to deliver positive outcomes for customers.
• Maintaining accurate customer records and ensuring all interactions are recorded appropriately on our systems.
• Identifying opportunities to support customers and improve outcomes through our Every Contact Counts approach.
• Delivering excellent customer service while achieving performance targets and service standards.
• Championing fairness, inclusion and safeguarding, ensuring customers are treated with dignity, respect and care.

Skills

Customer service

Communication skills

Problem-solving

IT skills

Organisational skills

Teamwork

Adaptability

Empathy

Equality & safeguarding

Education

4 GCSEs including English

Tools

CRM systems

Job description

At Torus, our customers are at the heart of everything we do. We're looking for a passionate and proactive Customer Service Advisor to join our team and provide an outstanding customer experience across a range of housing services.

As the first point of contact for our customers, you'll handle enquiries through a variety of channels, including phone, digital, face-to-face and written communications. Using your excellent communication skills and knowledge of our services, you'll take ownership of customer enquiries, provide practical solutions, and ensure customers receive the right support at the right time.

This is a varied and rewarding role where you'll support customers with everything from repairs, rent accounts and rehousing applications to tenancy-related enquiries and complaints. Working closely with colleagues across the organisation, you'll play a key role in resolving issues, promoting our digital services, and helping customers achieve positive outcomes.

Working Hours:

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

What You Will Be Doing:

• Acting as the first point of contact for customer enquiries across telephone, digital, face-to-face and written channels.
• Providing advice, guidance and solutions across a range of housing services, ensuring customers receive accurate and timely support.
• Taking ownership of customer enquiries, resolving issues at first point of contact wherever possible and referring to specialist teams when needed.
• Supporting customers with rent account enquiries, taking payments and agreeing repayment arrangements in line with policy.
• Processing applications and enquiries relating to rehousing, transfers and mutual exchanges.
• Raising, prioritising and managing repair requests, ensuring customers understand landlord and tenant responsibilities.
• Handling complaints and anti-social behaviour reports, maintaining accurate records and case notes.
• Promoting digital services and supporting customers to access online accounts and self-service options.
• Working collaboratively with colleagues and partners to deliver positive outcomes for customers.
• Maintaining accurate customer records and ensuring all interactions are recorded appropriately on our systems.
• Identifying opportunities to support customers and improve outcomes through our Every Contact Counts approach.
• Delivering excellent customer service while achieving performance targets and service standards.
• Championing fairness, inclusion and safeguarding, ensuring customers are treated with dignity, respect and care.

What We Are Looking For:

• A passion for delivering excellent customer service and creating positive customer experiences
• Experience working in a busy customer service environment, handling a wide range of enquiries (housing-related experience desirable)
• Strong communication skills with the ability to explain information clearly and confidently across different channels
• A proactive problem-solver who takes ownership of enquiries and sees issues through to resolution.
• The ability to understand and apply policies and procedures accurately while balancing customer needs and business requirements.
• Experience dealing with challenging situations and difficult conversations with empathy, resilience and professionalism.
• Strong IT skills and confidence using multiple systems to record and manage customer information accurately.
• Excellent organisational skills, with the ability to prioritise workload in a fast-paced environment.
• A collaborative approach and commitment to working effectively with colleagues across the business.
• A positive, flexible attitude and willingness to embrace new ways of working and continuous improvement.
• A commitment to equality, diversity, safeguarding and treating every customer with fairness and respect.
• Educated to 4 GCSE (or equivalent) Grade C or above including English

Interview Process:

• Shortlisted candidates will be invited to an interview at our St Helens office week commencing 7th September 2026. This will be a competency-based interview, along with a short written and listening assessment.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification
• 2x completed references
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&C’s

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.

£28,790 (pending pay award)

Hours

37

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.