Customer Service Advisor

Torus Group; Liverpool; On-site; GBP 21,000 - 26,000; Full time

Job summary

Torus Group in Liverpool is seeking a friendly Customer Service Advisor to join our Reception team. Based at our city centre office, you will be the first point of contact for customers and handle a range of housing enquiries, repairs, rent accounts and tenancy matters.

You will listen, apply policies, and provide clear advice, taking ownership to resolve issues quickly. The role requires strong communication, IT skills, and the ability to work across multiple offices when needed.

Qualifications

• Confidence in communicating with a wide range of customers.
• Experience handling challenging or sensitive enquiries.
• Ability to apply policies and procedures to give accurate advice.
• Strong problem-solving skills and ownership of enquiries.
• Good IT skills and accurate record-keeping across systems.
• Flexible and proactive with changing priorities.
• Team player with collaborative approach.
• A minimum of 4 GCSEs including English.

Responsibilities

• Be the welcoming first point of contact at reception.
• Assist customers with housing enquiries including repairs and rent.
• Listen and take ownership to resolve enquiries.
• Provide clear advice using applicable policies.
• Take rent payments and discuss arrears.
• Manage complex enquiries including complaints and ASB.
• Keep accurate case notes across systems.
• Promote digital services and online self-service.
• Collaborate with colleagues to deliver positive outcomes.

Skills

Communication skills

Handling sensitive enquiries

Policy application

Problem solving

IT skills

Adaptability

Team player

GCSE English

Education

GCSEs including English

Job description

We're looking for a friendly and professional Customer Service Advisor to join our Reception team in Liverpool, providing a friendly and welcoming first point of contact for our customers. You'll support with a variety of housing enquiries, including repairs, rent payments, tenancy matters and rehousing, providing clear advice and helping customers get the support they need.

You’ll be based at our Liverpool City Centre office, Monday to Friday. From time to time, you may be asked to work from our St Helens or Warrington offices to support with absence or sickness cover, depending on business needs.

What you’ll be doing:

• Be a welcoming first point of contact for customers, providing a friendly and professional face-to-face service from our reception.
• Support customers with a wide range of housing enquiries, including repairs, rent accounts, Property Pool Plus, rehousing and tenancy-related matters.
• Listen to customers, understand their needs and take ownership of enquiries, resolving them at the earliest opportunity wherever possible.
• Provide clear and accurate advice, applying relevant policies and procedures to ensure customers receive the right information and support.
• Take rent payments, discuss arrears and agree payment arrangements with customers, making appropriate referrals for additional support where needed.
• Manage sensitive or more complex enquiries, including complaints and anti-social behaviour, ensuring these are accurately recorded and progressed.
• Keep customer information, case notes and actions accurate and up to date across our housing and case management systems.
• Promote our digital services and help customers access online accounts and self-service options.
• Work closely with colleagues across Torus to resolve enquiries and deliver positive outcomes for our customers.

Previous experience delivering excellent customer service in a busy and varied environment.

Qualifications:

• Confident communication skills, with the ability to deal with a wide range of customers in a friendly, professional and respectful way.
• Experience handling challenging or sensitive enquiries and remaining calm and solution-focused.
• The ability to understand and apply policies and procedures to provide accurate advice and make appropriate decisions.
• Strong problem-solving skills and the confidence to take ownership of enquiries through to resolution.
• Good IT skills with experience accurately recording customer information and working across different systems.
• A proactive and flexible approach, with the ability to manage changing priorities in a fast-paced environment.
• A positive team player who enjoys working collaboratively with colleagues to provide a great customer experience.
• A minimum of 4 GCSEs (or equivalent) at Grade C/4 or above, including English.

Interview process:

Candidates will be invited to attend a competency-based interview and complete a short 15-minute in-tray exercise designed to assess skills relevant to the role. Interviews will take place week commencing 19th October 2026 at our Liverpool City Centre Office.

Additional information:

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