Customer Service Advisor

Torus Group; England; On-site; GBP 10,000 - 40,000; Full time

Job summary

A customer service organization in the United Kingdom is looking for a dedicated customer service representative to join their team. You will handle customer inquiries, address rent arrears, and support customers with various issues, ensuring adherence to company policies. The ideal candidate should have strong IT skills, experience in complex customer service environments, and be capable of managing challenging queries. This full-time role requires commitment to delivering outstanding service and the ability to work flexible hours.

Qualifications

• Demonstrable strong IT skills and accurately inputting customer data into case management or IT systems.
• Experience of working within a complex Customer Services Environment.
• Ability to investigate customer accounts and challenge non-payment in a fair but firm manner.

Responsibilities

• Handle customer enquiries in line with our Customer Standards Policy.
• Support customers with issues related to anti-social behaviour, tenancy management, and repairs.
• Take ownership of customer queries, liaising with other teams and making necessary referrals.

Skills

Strong IT skills

Customer service experience

Ability to relay accurate information

Investigative skills

Policy application

Education

4 GCSE (or equivalent) Grade C or above including English

Job description

Job Advert

Are you passionate about delivering outstanding customer service? Join our Customer Hub at Torus, where we put our customers at the heart of everything we do. Our Customer Hub in St Helens plays a key role in providing high-quality support across multiple communication channels. We take a proactive approach to customer care, ensuring every interaction leaves a positive impact.

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 Will Be Doing

• Handle customer enquiries in line with our Customer Standards Policy
• Identify and address rent arrears, applying company policy and encouraging prompt payments
• Support customers with issues related to anti‑social behaviour, tenancy management, and repairs
• Take ownership of customer queries, liaising with other teams and making necessary referrals

What We Are Looking For

• Educated to 4 GCSE (or equivalent) Grade C or above including English
• Demonstrable strong IT skills and 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 relay accurate information to customers to resolve their enquiries and provide appropriate advice on company policy and procedures across an extensive range of disciplines
• Ability to investigate customer accounts and challenge non‑payment in a fair but firm manner and extract information to make appropriate case management referrals for support services
• Experience working within a complex Customer Services Environment with a proven track record in understanding policies and procedures and relaying correct information to customers
• Experience of working with a range of stakeholders, including customers, and ability to handle difficult and challenging enquiries and diffuse situations appropriately

Interview Process

• Shortlisted candidates will be invited to an interview at our St Helens office on Wednesday 14th January 2026. This will be a competency‑based interview, along with a written and listening assessment.

Additional Information

• Right to work verification
• Qualification certificate check
• 2x completed references
• OH Health Questionnaire – Fit For Work
• 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.