Customer Service Advisor - 11 Month Contract

• Customer Service Advisor - 11 Month Contract
• Central, St. Helen's Office
• Torus Group
• Full time
• Fixed Term (6M+)

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
• 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 3rd August 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&C's

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

£28,790 (pending pay award)

Benefits

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial

Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan.

With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.

• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e‑learning workshops and support for professional qualifications.
• Recognition and Well‑being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual‑needs and preferences.
• Comfortable Workspaces: Enjoy well‑designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.
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