Customer Service Advisor - Reception (Part-Time)

Hmsworks; St Helens; On-site; GBP 13,000 - 16,000; Part time

Benefits offered by this job

Annual leave and benefits

Pension plan

Flexible working options

Job summary

Torus Group is seeking two Customer Service Advisors - Reception to join our front-line team on a part-time basis at our St Helens and Warrington offices. You will welcome customers, handle inquiries across reception, phone, email and digital channels, and resolve housing-related queries with professional, high-quality service.

The role requires strong communication and IT skills, a proactive, flexible approach, and a commitment to customer care.

Qualifications

• Experience delivering excellent customer service in fast-paced environments.
• Strong communication skills to handle enquiries professionally and confidently.
• Ability to apply policies and procedures to provide accurate advice.
• Proficient IT skills and accurate maintenance of customer information across multiple systems.
• Willingness to work across our Liverpool, St Helens and Warrington offices.

Responsibilities

• Act as the first point of contact for customers across reception, telephone, email and digital channels.
• Manage range of housing-related enquiries including rehousing, tenancy management, repairs, complaints and anti-social behaviour cases.
• Provide accurate guidance by applying policies and procedures.
• Assist customers with rent account enquiries and discuss repayment arrangements.
• Investigate issues to resolution and liaise with specialist teams when needed.
• Maintain customer records and case notes across housing systems.
• Promote digital services and support customers to access online self-service.
• Collaborate with colleagues to deliver positive outcomes and improve service standards.

Skills

Customer service

Communication

IT skills

Problem solving

Flexibility

Education

GCSEs incl English

Job description

Customer Service Advisor - Reception (Part-Time)

Central, St. Helen's Office

Torus Group

Permanent

Are you passionate about delivering excellent customer service and helping people access the support they need? We're looking for two Customer Service Advisors - Reception to join our front-line Customer Service team on a part-time basis, with opportunities available in Warrington and St Helens.

As the first point of contact for customers, you'll provide advice and support across a wide range of housing and tenancy-related services, helping to resolve enquiries and deliver a positive customer experience. This is a varied and rewarding role where no two days are the same, requiring strong communication skills, a proactive approach and a genuine commitment to customer care.

Working Pattern & Location:

We have two 18.5-hour-per-week opportunities available, supporting our reception teams in Warrington and St Helens. Both roles average 2.5 working days per week. Successful applicants will be required to work flexibly across our Liverpool, St Helens and Warrington reception offices in line with business requirements.

Warrington: Alternating two-week rota, working Monday and Tuesday one week, and Monday to Wednesday the next.

St Helens: Alternating two-week rota, working Monday and Tuesday one week, and Wednesday to Friday the next.

What you'll be doing:

• Act as the first point of contact for customers, delivering a professional and welcoming service across reception, telephone, email and digital channels.
• Manage a wide range of housing-related enquiries, including rehousing applications, tenancy management requests, repairs, complaints and anti-social behaviour cases.
• Provide accurate advice and guidance by applying company policies and procedures, ensuring customers receive the right support at the right time.
• Assist customers with rent account enquiries, taking payments and discussing repayment arrangements where required.
• Take ownership of customer enquiries, investigating issues through to resolution and liaising with specialist teams when necessary.
• Accurately maintain customer records, case notes and actions across housing and case management systems.
• Promote digital services and support customers to access online accounts and self-service options.
• Work collaboratively with colleagues across the organisation to deliver positive outcomes, achieve service standards and continuously improve the customer experience.

What we're looking for:

• Experience delivering excellent customer service in a fast-paced environment, ideally within housing, reception, contact centre or a similar customer-facing role.
• Strong communication skills, with the ability to handle a wide range of enquiries professionally, sensitively and confidently.
• Experience applying policies and procedures to provide accurate advice, resolve enquiries and achieve positive outcomes for customers.
• Strong problem-solving and IT skills, with experience accurately maintaining customer information across multiple systems.
• A proactive, flexible and customer-focused approach, with the ability to adapt to changing priorities and work across our Liverpool, St Helens and Warrington offices when required in line with business needs.
• A collaborative team player who builds positive working relationships and is committed to delivering excellent customer service.
• A minimum of 4 GCSEs (or equivalent) at Grade C/4 or above, including English.

Candidates will be invited to attend an in-person interview at our St Helens Central Office on Thursday 15 October or Friday 16 October. Interviews will consist of competency-based questions designed to assess the skills and experience required for the role.

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.

£14,395 (pending pay award)

Hours

18.5

• 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.