Customer Hub Advisor - Flexible Hours & Growth

Torus Group; St Helens; Remote; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Annual leave

Pension plan

Flexible working

Employee discounts

Health expenses coverage

Job summary

Torus Group in St Helens is seeking a Customer Hub Advisor to join our team on an 18-month fixed term contract. The role is 37 hours per week, with a pattern across Monday to Friday and occasional Saturdays, at our Central St Helens office.

You will be the first point of contact for customers, handling enquiries via phone, digital, face-to-face and written channels, delivering practical solutions and ensuring customers receive the right support at the right time.

Qualifications

• Experience delivering high-quality customer service across multiple channels.
• Strong communication and problem-solving abilities with empathy.
• Proficient IT skills and accurate data recording.
• Ability to balance policy with customer needs and maintain records.

Responsibilities

• Act as first point of contact across channels and provide timely support.
• Give advice and solutions across housing services and guide customers to right teams.
• Take ownership of enquiries and refer to specialists when needed.
• Assist with rent accounts, payments and repayment arrangements.
• Process rehousing, transfers and mutual exchanges requests.
• Raise and manage repair requests and explain landlord/tenant duties.
• Handle complaints, anti-social behaviour reports and keep case notes.
• Promote digital services and support access to online accounts.

Skills

Customer service

Communication

IT skills

Organisational skills

Teamwork

Empathy

Education

GCSEs including English

Job description

Torus Group in St Helens is seeking a Customer Hub Advisor to join our team on an 18-month fixed term contract. The role is 37 hours per week, with a pattern across Monday to Friday and occasional Saturdays, at our Central St Helens office.

You will be the first point of contact for customers, handling enquiries via phone, digital, face-to-face and written channels, delivering practical solutions and ensuring customers receive the right support at the right time.