Customer Hub - Reception Team Leader

Torus Group; Liverpool; Hybrid; GBP 33,000 - 40,000; Full time

Benefits offered by this job

Generous annual leave

Maternity/paternity pay

Holiday purchase scheme

Aviva pension

Wagestream access

Lease car scheme

Employee discounts

Learning opportunities

Recognition schemes

Flexible working

Public transport links

Health & wellbeing

Job summary

Torus Group is seeking a Customer Hub – Reception Team Leader to lead a team of Customer Advisors across multiple sites (Liverpool, St Helens, Warrington). The role focuses on coaching, performance monitoring and ensuring first-point-of-contact resolutions while maintaining high service standards.

You will work across sites, support out-of-hours on-call duties, and drive continuous improvement through policy adherence, data insights and cross-department collaboration.

Qualifications

• Experience in a customer-focused environment delivering quality service.
• Ability to lead, motivate and develop others into a high-performing team.
• Experience monitoring performance, analysing data and identifying service improvements.

Responsibilities

• Lead and develop a team of Customer Advisors to deliver high-quality services.
• Provide day-to-day coaching and guidance to colleagues.
• Drive performance against Contact Centre KPIs and drive continuous improvement.
• Plan rotas, annual leave and attendance to meet service demands.
• Monitor data and insights to identify service improvements and review opportunities.
• Resolve escalated enquiries and referrals, including complex cases when appropriate.
• Support policy implementation and operational changes as required.
• Contribute to service improvement projects across the Customer HUB.
• Collaborate with internal/external partners to improve service delivery.
• Promote first contact resolution and Every Contact Counts.

Skills

Team leadership

Customer service

Performance monitoring

Data analysis

Resource planning

Policy compliance

IT skills

Communication

Education

GCSE English

GCSE Maths

CIH Level 4 (advantageous)

Tools

Microsoft Office

Job description

We are looking for a motivated and customer-focused Customer Hub – Reception Team Leader to join our Customer Services team. This is an excellent opportunity for someone with a passion for delivering outstanding customer experiences, developing high-performing teams and driving service improvement.

Reporting to the Customer Hub Senior Team Leader, you will provide day-to-day leadership, support and coaching to a team of Customer Advisors, ensuring the delivery of a responsive, customer-focused service across our operating areas. You will play a key role in monitoring performance, managing resources, maintaining service standards and ensuring customers receive timely and effective resolutions at the first point of contact wherever possible.

Working pattern:

This role is based across our Liverpool, St Helens and Warrington office locations, and the successful candidate will be required to work across all three sites in line with operational and business requirements. In addition, the post holder will participate in the Housing Out of Hours On-Call Rota, providing cover approximately one week in every twelve. This is a key aspect of the role, supporting the continued delivery of responsive services outside of normal operating hours.

What you'll be doing:

• Manage, motivate and develop a team of Customer Advisors, ensuring the delivery of high-quality customer services.
• Provide day-to-day support and advice to colleagues, promoting compliance with policies, procedures and quality standards.
• Drive performance against Contact Centre KPIs and contribute to a culture of continuous improvement.
• Plan and deploy resources effectively, including managing rotas, annual leave and attendance to meet service demands.
• Monitor performance data, telephony reports and customer insight to identify service improvements and opportunities for review.
• Resolve escalated and complex customer enquiries, complaints and referrals, including Anti-Social Behaviour cases where appropriate.
• Support the development and implementation of policies, procedures and operational changes in response to business needs.
• Contribute to service improvement initiatives, projects and transformation programmes across the Customer HUB.
• Work closely with internal departments, external agencies and partners to support service delivery and achieve positive customer outcomes.
• Promote a customer-focused approach, embedding Every Contact Counts and first point of contact resolution.
• Carry out audits and quality reviews to ensure compliance with policies, procedures and service standards.
• Prepare and contribute to performance reports, statistical information and service updates.
• Support the delivery of efficient, cost-effective services that provide value for money and meet customer needs.
• Champion customer feedback and involvement, using insight to help shape and improve service delivery.
• Participate in the Housing Out of Hours On-Call Rota, providing cover approximately one week in every twelve.

What we're looking for:

• Experience working in a customer-focused environment, with a proven track record of delivering excellent customer service and improving customer outcomes.
• The ability to lead, motivate and develop others, creating a positive and high-performing team culture.
• Experience monitoring performance, analysing data and identifying opportunities to improve services, processes and the customer experience.
• Strong organisational skills, with the ability to manage resources effectively, prioritise workloads and perform well under pressure.
• A confident decision-maker with a sound understanding of policies, procedures and risk, and the ability to resolve complex situations.
• Experience building effective relationships with colleagues, customers and stakeholders, combined with excellent communication and influencing skills.
• A flexible and resilient approach, with the ability to adapt to change and support others through change initiatives.
• Strong IT skills, including experience using Microsoft Office applications and other business systems.
• The ability to work across our Liverpool, St Helens and Warrington office locations, five days per week, in line with business requirements.
• Evidence of professional development and a commitment to continuous improvement. A CIH Level 4 qualification, or willingness to work towards this, would be advantageous.
• GCSEs (or equivalent) in English and Maths.

Interviews will be held at our St Helens office on Wednesday 4 November 2026 and Thursday 5 November 2026. The selection process will consist of a competency-based interview and either a presentation or scenario-based assessment, details of which will be provided in advance.

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.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.

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

£36,221 (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.

27-10-2026

Job attachments

Customer_Hub_Reception_Team_Leader_JD_and_PS.pdf