Customer Hub Advisor - 18 Month Contract

Torus Group; Saint Helens (OR); On-site; USD 35,000 - 43,000; Full time

Job summary

Torus Group is seeking a Customer Hub Advisor for an 18-month fixed-term contract. You will be the first point of contact for customers, handling inquiries across multiple channels and providing practical housing services guidance.

You will manage rent accounts, assist with rehousing applications, and promote digital self-service options. You will work across repairs, tenancy inquiries, and complaints, collaborating with teams to resolve issues and deliver positive outcomes while maintaining

Qualifications

• Passion for delivering excellent customer service.
• Experience in busy customer service environments handling diverse enquiries.
• Ability to explain information clearly across channels.
• Proactive problem-solver who ownership of enquiries.
• Ability to apply policies while balancing needs.

Responsibilities

• Act as first point of contact for customer enquiries via phone, digital, face-to-face and written channels.
• Provide advice and solutions across housing services with accurate information.
• Handle rent accounts, payments and repayment arrangements.
• Process rehousing, transfers, and mutual exchanges applications.
• Raise and manage repair requests and explain landlord/tenant responsibilities.
• Handle complaints and anti-social behaviour reports with records.
• Promote digital services and support customers to use online accounts.
• Collaborate with colleagues to deliver positive customer outcomes.
• Maintain accurate customer records and interactions in systems.
• Identify opportunities to improve outcomes through Every Contact Counts.

Skills

Customer Service

Communication

IT Skills

Organisational Skills

Empathy

Teamwork

Problem Solving

GCSE English

Education

4 GCSEs including English

Job description

Customer Hub Advisor - 18 Month Contract

At Torus, our customers are at the heart of everything we do. We're looking for a passionate and proactive Customer Hub Advisor to join our team on an 18-month fixed term contract and provide an outstanding customer experience across a range of housing services.

As the first point of contact for our customers, you'll handle enquiries through a variety of channels, including phone, digital, face-to-face and written communications. Using your excellent communication skills and knowledge of our services, you'll take ownership of customer enquiries, provide practical solutions, and ensure customers receive the right support at the right time.

This is a varied and rewarding role where you'll support customers with everything from repairs, rent accounts and rehousing applications to tenancy-related enquiries and complaints. Working closely with colleagues across the organisation, you'll play a key role in resolving issues, promoting our digital services, and helping customers achieve positive outcomes.

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:

• Acting as the first point of contact for customer enquiries across telephone, digital, face-to-face and written channels.
• Providing advice, guidance and solutions across a range of housing services, ensuring customers receive accurate and timely support.
• Taking ownership of customer enquiries, resolving issues at first point of contact wherever possible and referring to specialist teams when needed.
• Supporting customers with rent account enquiries, taking payments and agreeing repayment arrangements in line with policy.
• Processing applications and enquiries relating to rehousing, transfers and mutual exchanges.
• Raising, prioritising and managing repair requests, ensuring customers understand landlord and tenant responsibilities.
• Handling complaints and anti-social behaviour reports, maintaining accurate records and case notes.
• Promoting digital services and supporting customers to access online accounts and self-service options.
• Working collaboratively with colleagues and partners to deliver positive outcomes for customers.
• Maintaining accurate customer records and ensuring all interactions are recorded appropriately on our systems.
• Identifying opportunities to support customers and improve outcomes through our Every Contact Counts approach.
• Delivering excellent customer service while achieving performance targets and service standards.
• Championing fairness, inclusion and safeguarding, ensuring customers are treated with dignity, respect and care.

What We Are Looking For:

• A passion for delivering excellent customer service and creating positive customer experiences
• Experience working in a busy customer service environment, handling a wide range of enquiries (housing-related experience desirable)
• Strong communication skills with the ability to explain information clearly and confidently across different channels
• A proactive problem-solver who takes ownership of enquiries and sees issues through to resolution.
• The ability to understand and apply policies and procedures accurately while balancing customer needs and business requirements.
• Experience dealing with challenging situations and difficult conversations with empathy, resilience and professionalism.
• Strong IT skills and confidence using multiple systems to record and manage customer information accurately.
• Excellent organisational skills, with the ability to prioritise workload in a fast-paced environment.
• A collaborative approach and commitment to working effectively with colleagues across the business.
• A positive, flexible attitude and willingness to embrace new ways of working and continuous improvement.
• A commitment to equality, diversity, safeguarding and treating every customer with fairness and respect.
• Educated to 4 GCSE (or equivalent) Grade C or above including English

Interview Process:

Shortlisted candidates will be invited to an interview at our St Helens office week commencing 7th September 2026. This will be a competency-based interview, along with a short written and listening assessment.

Additional Information:

• Right to work verification
• 2x completed references
• 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.