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- Tasks: Be the friendly face of our customer service, handling enquiries across multiple channels.
- Company: Join a dynamic team in Liverpool City Centre focused on excellent customer service.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Why this job: Make a real difference by helping customers with their housing needs every day.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Flexible working environment with opportunities for growth and development.
The predicted salary is between 24000 - 28000 £ per year.
Do you have strong communication skills, a passion for delivering excellent customer service, and the ability to handle a wide range of enquiries in a fast-paced environment? We’re looking for a Customer Service Advisor – Reception to join our team and play a key role in providing a high-quality, front-line service to our customers across multiple channels.
The role will be based in our Liverpool City Centre Office, with potential travel to our St Helens and Warrington offices in line with business needs.
What you’ll be doing:
- Act as a first point of contact for customers, handling face-to-face, telephone and digital enquiries efficiently and professionally.
- Administer housing applications through Property Pool Plus, ensuring all applications are processed accurately and in line with policy and procedures.
- Handle sensitive customer information with a high level of confidentiality and professionalism, ensuring data is managed securely at all times.
- Carry out detailed checks and verification of application information, maintaining a high level of accuracy and attention to detail.
- Support customers with queries relating to their housing applications, providing clear guidance and updates where required.
- Provide accurate advice to customers by applying company policies and procedures across a range of housing services.
- Process a variety of customer enquiries, including tenancy management, repairs, allocations, and complaints.
- Support customers with rent-related queries, including taking payments and agreeing repayment arrangements where appropriate.
- Investigate and resolve customer enquiries, taking ownership and liaising with internal teams where required.
- Accurately record all customer interactions on housing and case management systems, ensuring a clear audit trail.
- Apply policies relating to anti-social behaviour, complaints and repairs, ensuring cases are handled appropriately.
- Support customers in accessing digital services and setting up online accounts.
- Work collaboratively with colleagues across the organisation to resolve issues and improve service delivery.
- Meet and exceed performance targets, service standards and key performance indicators.
- Maintain a flexible and proactive approach to work in a busy and demanding environment.
- Ensure all activities are carried out in line with data protection, health and safety, and equality and diversity requirements.
What we’re looking for:
- Experience working in a customer service environment, ideally within a complex or fast-paced setting.
- Experience working with detailed administrative processes, ideally involving applications or case management.
- Excellent attention to detail, with the ability to process information accurately and identify inconsistencies.
- Experience handling sensitive or confidential information in a professional and secure manner.
- Ability to follow complex policies and procedures when assessing or processing applications.
- Strong organisational skills, with the ability to manage high volumes of work while maintaining accuracy.
- Ability to understand and apply policies and procedures to resolve customer enquiries.
- Strong communication skills, with the ability to handle challenging conversations professionally and empathetically.
- Good problem-solving and investigation skills, with the ability to make sound decisions.
- Experience working with a range of stakeholders and managing difficult or sensitive situations.
- Strong IT skills, with experience of using systems to record and manage customer information.
- A proactive, flexible approach with the ability to manage a varied workload.
- A team-focused mindset, with a commitment to delivering excellent customer service.
Advisor - Customer Service (Reception) in Liverpool employer: Torus Group
Contact Detail:
Torus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Advisor - Customer Service (Reception) in Liverpool
✨Tip Number 1
Get to know the company! Research their values and mission, and think about how your skills align with what they’re looking for. This will help you tailor your approach during interviews and show that you’re genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer service, try role-playing common scenarios with a friend. This will help you feel more confident when handling enquiries and give you a chance to refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Advisor - Customer Service (Reception) in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills: Make sure to highlight your strong communication skills in your application. We want to see how you can handle enquiries and engage with customers, so share examples of your past experiences where you've excelled in this area.
Be Detail-Oriented: Since attention to detail is key for this role, ensure your application is free from errors. Double-check your spelling and grammar, and if you mention any specific processes or policies, make sure you get them right!
Demonstrate Your Customer Service Passion: Let us know why you're passionate about delivering excellent customer service. Share stories that showcase your ability to handle challenging situations and how you’ve gone the extra mile for customers in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Torus Group
✨Know Your Stuff
Before the interview, make sure you understand the role inside out. Familiarise yourself with the key responsibilities, like handling customer enquiries and processing applications. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since strong communication is crucial for this role, prepare examples of how you've effectively handled customer interactions in the past. Think about times when you resolved issues or provided excellent service, and be ready to share these stories during the interview.
✨Demonstrate Attention to Detail
Given the importance of accuracy in processing applications, be prepared to discuss how you ensure attention to detail in your work. You might want to mention specific tools or methods you use to double-check your work and avoid mistakes.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle challenging situations. Practice responding to hypothetical customer service scenarios, focusing on how you'd apply company policies while maintaining a professional and empathetic approach.