Customer Hub Advisor - Fixed Term Contract

Torus Group; Saint Helens (OR); On-site; USD 29,000 - 40,000; Full time

Job summary

Torus Group is seeking a Customer Hub Advisor in Saint Helens for a fixed-term maternity cover. You will be the first point of contact for housing-related queries via multiple channels and provide accurate guidance while recording details in our housing management systems.

We look for a year of customer service experience, strong IT skills, and the ability to apply complex policies. You will work 37 hours weekly, with occasional Saturday shifts, contributing to service targets and digital

Qualifications

• GCSEs grade C/4 or above including English.
• At least 12 months experience in a customer service environment.
• Strong IT skills with accurate data entry into case management or IT systems.
• Ability to understand and apply complex policies across disciplines.
• Excellent communication, problem-solving and customer care skills.

Responsibilities

• Act as the first point of contact for enquiries via telephone, email, face-to-face, text and digital channels.
• Provide advice across housing management services (repairs, tenancy management, allocations, complaints, antisocial behaviour).
• Apply policies accurately and record enquiries on housing management systems.
• Identify rent arrears, accept payments, and arrange repayments.
• Raise and manage repair requests per policies and landlord responsibilities.
• Investigate and resolve enquiries, escalate complex cases to specialists as needed.
• Promote digital services and help customers set up online accounts.
• Maintain accurate records and help achieve service standards and targets.

Skills

Customer service

IT skills

Policy understanding

Stakeholder management

Communication

Education

GCSEs including English

Tools

Case management systems

Job description

Customer Hub Advisor - Fixed Term Contract

Are you passionate about delivering excellent customer service and making a real difference to customers? Join our Customer Hub at Torus, where you'll be the first point of contact for a wide range of housing-related enquiries. Working in a fast-paced environment, you'll provide accurate advice, resolve customer queries and work collaboratively with colleagues to deliver positive outcomes. If you have a passion for customer care and enjoy helping people, we'd love to hear from you.

This is a fixed-term maternity cover position until June 2027.

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'll Be Doing:

• Act as the first point of contact for customer enquiries via telephone, email, face-to-face, text and digital channels.
• Provide advice and guidance across a range of housing management services, including repairs, tenancy management, allocations, complaints and anti-social behaviour.
• Apply company policies and procedures accurately to ensure enquiries are resolved efficiently and recorded correctly on housing management systems.
• Identify rent arrears during customer interactions, take payments, agree repayment arrangements and encourage customers to address outstanding balances.
• Raise and manage repair requests in line with company policies, priorities and landlord responsibilities.
• Investigate and resolve customer enquiries, escalating complex cases and making referrals to specialist teams where appropriate.
• Promote digital services and support customers with setting up and using online accounts.
• Maintain accurate records of all customer interactions and contribute towards achieving service standards and performance targets.

What We Are Looking For:

• Educated to 4 GCSEs (or equivalent) Grade C/4 or above, including English.
• Demonstrable strong IT skills with experience 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 provide accurate information and advice to customers across a broad range of services and enquiries.
• At least 12 months' experience working within a customer service environment.
• Experience of understanding and applying policies and procedures to resolve customer enquiries.
• Experience of working with a range of stakeholders and handling difficult or sensitive conversations professionally.
• Excellent communication, problem-solving and customer care skills.
• A positive, resilient and flexible approach with the ability to work effectively as part of a team.

Interview Process:

Candidates will be invited to attend a face-to-face interview at our St Helens Office week commencing Monday 23rd November 2026. This will be a competency-based interview, along with a brief listening and written assessment to assess your skills, knowledge and ability.

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
• 2x completed references
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&Cs

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.