Resident Services & Enquiries Specialist

Torus Group; St Helens; On-site; GBP 21,000 - 25,000; Full time

Job summary

Torus Group is seeking a Customer Service Advisor to join our Customer Hub in St Helens on a fixed-term maternity cover until June 2027. You will be the first point of contact for housing-related enquiries, delivering accurate guidance and resolving issues with care and professionalism.

The role requires strong IT skills, a patient approach and the ability to work collaboratively within a team to meet service targets while upholding policy and data accuracy across channels.

Qualifications

• GCSEs including English (4+).
• Strong IT skills with data entry into case management or IT systems.
• Ability to understand and apply complex policies.
• Ability to provide accurate information across services.
• At least 12 months in a customer service role.
• Experience applying policies to resolve enquiries.
• Experience working with stakeholders and handling difficult conversations.
• Excellent communication, problem-solving and customer care.
• Positive, resilient, and flexible team player.

Responsibilities

• Act as first point of contact for enquiries via phone, email, face-to-face, text and digital channels.
• Provide advice across housing management services including repairs, tenancy management, allocations, complaints, and anti-social behaviour.
• Apply policies accurately to ensure enquiries are resolved and recorded on systems.
• Identify rent arrears, take payments, and arrange repayments.
• Raise and manage repair requests per policies and landlord responsibilities.
• Investigate and resolve enquiries, escalate complex cases when needed.
• Promote digital services and assist customers with online accounts.
• Maintain records and contribute to service standards and performance targets.

Skills

Customer service

Communication skills

Problem solving

Teamwork

IT skills

Education

GCSEs including English

Tools

Case management system

Job description

Torus Group is seeking a Customer Service Advisor to join our Customer Hub in St Helens on a fixed-term maternity cover until June 2027. You will be the first point of contact for housing-related enquiries, delivering accurate guidance and resolving issues with care and professionalism.

The role requires strong IT skills, a patient approach and the ability to work collaboratively within a team to meet service targets while upholding policy and data accuracy across channels.