Customer Hub Advisor (Fixed-Term) - Housing Support

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

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