Housing Services Helpdesk Specialist (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

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