At a Glance
- Tasks: Deliver outstanding customer service and support across multiple channels.
- Company: Join Torus, a company that puts customers at the heart of everything.
- Benefits: Generous annual leave, flexible working, and health benefits.
- Other info: Dynamic work environment with opportunities for continuous learning and career growth.
- Why this job: Make a real difference in customer lives while developing your skills.
- Qualifications: 4 GCSEs including English and strong IT skills required.
The predicted salary is between 24000 - 28000 £ per year.
Are you passionate about delivering outstanding customer service? Join our Customer Hub at Torus, where we put our customers at the heart of everything we do. Our Customer Hub in St Helens plays a key role in providing high-quality support across multiple communication channels. We take a proactive approach to customer care, ensuring every interaction leaves a positive impact.
Working Hours
- 37 hours per week Monday to Friday: 7.4 hours per day between 8:00am and 8:00pm
- 1 in 4 Saturdays: 8:00am to 12:00pm
What You Will Be Doing
- Handle customer enquiries in line with our Customer Standards Policy
- Identify and address rent arrears, applying company policy and encouraging prompt payments
- Support customers with issues related to anti-social behaviour, tenancy management, and repairs
- Take ownership of customer queries, liaising with other teams and making necessary referrals
What We Are Looking For
- Educated to 4 GCSE (or equivalent) Grade C or above including English
- Demonstrable strong IT skills and 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 relay accurate information to customers to resolve their enquiries and provide appropriate advice on company policy and procedures across an extensive range of disciplines
- Ability to investigate customer accounts and challenge non-payment in a fair but firm manner and extract information to make appropriate case management referrals for support services
- Experience working within a complex Customer Services Environment with a proven track record in understanding policies and procedures and relaying correct information to customers
- Experience of working with a range of stakeholders, including customers and ability to handle difficult and challenging enquiries and diffuse situations appropriately
Interview Process
Shortlisted candidates will be invited to an interview at our St Helens office week commencing 29th June 2026. This will be a competency-based interview, along with an in-tray exercise and listening assessment.
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.
Salary £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.
Customer Service Advisor in St Helens employer: Hmsworks
At Torus, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in our Customer Hub located in St Helens. With a strong focus on employee well-being, we provide generous annual leave, flexible working options, and continuous learning opportunities, ensuring that our team members can thrive both personally and professionally. Join us to be part of a culture that values customer care and empowers you to make a positive impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in St Helens
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hmsworks. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hmsworks before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in St Helens
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hmsworks:Your cover letter is your chance to shine! Tell us why you want to work at Hmsworks specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hmsworks!
How to prepare for a job interview at Hmsworks
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
