Customer Service Advisor - 12 Month Contract

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

Job summary

A customer service organization in the UK is looking for dedicated individuals to join their team in St Helens. As part of the Customer Hub, you will provide high-quality support, handle customer enquiries, and address tenancy management issues. Ideal candidates will possess strong IT skills, a background in customer service, and the ability to manage complex situations effectively. This is a fixed-term role for 12 months, offering 37 hours per week, with a structured interview process planned for shortlisted candidates.

Qualifications

• Demonstrable strong IT skills and experience in case management.
• Ability to understand and apply policies and procedures.
• Experience in handling complex customer queries.

Responsibilities

• Handle customer enquiries following company policy.
• Support customers with issues related to tenancy and repairs.
• Investigate customer accounts and manage referrals.

Skills

Communication skills

IT skills

Ability to resolve enquiries

Experience in Customer Services

Education

4 GCSEs (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. This is a fixed-term role, running for 12 months until the end of December 2026.

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

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
• 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.