Customer Service Advisors

Torus Group; St Helens; On-site; GBP 11,710,000 - 16,531,000; Part time

Job summary

Torus Group is hiring two part-time Customer Service Advisors – Reception to support our reception teams in Warrington and St Helens. Roles involve front-line customer contact across reception, phone, email and digital channels, handling housing inquiries, rent queries and payments, and promoting online services.

You will work on an alternating two-week rota across our Warrington and St Helens offices, with flexibility to cover across Liverpool when required.

Qualifications

• Strong communication skills across reception, telephone, email and digital channels.
• Ability to handle a wide range of housing and tenancy enquiries with accuracy.
• Experience delivering customer service in a fast-paced environment.

Responsibilities

• Be the first point of contact across reception, telephone, email and digital channels.
• Manage housing-related enquiries including rehousing, repairs and tenancy management.
• Provide accurate advice following policies and procedures.
• Take payments, discuss repayment arrangements and maintain records.
• Promote digital services and assist customers to access online accounts.
• Collaborate with teams to deliver positive customer outcomes.

Skills

Communication skills

IT literacy

Problem solving

Customer service experience

Education

GCSEs including English

Job description

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.

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., 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.

Interview process:

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.
• Occupational Health questionnaire.