Customer Service Advisor - Reception in Liverpool

We’re looking for a friendly and professional Customer Service Advisor to join our Reception team in Liverpool, providing a friendly and welcoming first point of contact for our customers. You’ll support with a variety of housing enquiries, including repairs, rent payments, tenancy matters and rehousing, providing clear advice and helping customers get the support they need.

You’ll be based at our Liverpool City Centre office, Monday to Friday. From time to time, you may be asked to work from our St Helens or Warrington offices to support with absence or sickness cover, depending on business needs.

What you’ll be doing:

• Be a welcoming first point of contact for customers, providing a friendly and professional face-to-face service from our reception.
• Support customers with a wide range of housing enquiries, including repairs, rent accounts, Property Pool Plus, rehousing and tenancy-related matters.
• Listen to customers, understand their needs and take ownership of enquiries, resolving them at the earliest opportunity wherever possible.
• Provide clear and accurate advice, applying relevant policies and procedures to ensure customers receive the right information and support.
• Take rent payments, discuss arrears and agree payment arrangements with customers, making appropriate referrals for additional support where needed.
• Manage sensitive or more complex enquiries, including complaints and anti-social behaviour, ensuring these are accurately recorded and progressed.
• Keep customer information, case notes and actions accurate and up to date across our housing and case management systems.
• Promote our digital services and help customers access online accounts and self-service options.
• Work closely with colleagues across Torus to resolve enquiries and deliver positive outcomes for our customers.

What we’re looking for:

• Previous experience delivering excellent customer service in a busy and varied environment.
• Confident communication skills, with the ability to deal with a wide range of customers in a friendly, professional and respectful way.
• Experience handling challenging or sensitive enquiries and remaining calm and solution-focused.
• The ability to understand and apply policies and procedures to provide accurate advice and make appropriate decisions.
• Strong problem-solving skills and the confidence to take ownership of enquiries through to resolution.
• Good IT skills with experience accurately recording customer information and working across different systems.
• A proactive and flexible approach, with the ability to manage changing priorities in a fast-paced environment.
• A positive team player who enjoys working collaboratively with colleagues to provide a great customer experience.
• A minimum of 4 GCSEs (or equivalent) at Grade C/4 or above, including English.

Interview process:

Candidates will be invited to attend a competency-based interview and complete a short 15-minute in-tray exercise designed to assess skills relevant to the role. Interviews will take place week commencing 19th October 2026 at our Liverpool City Centre Office.

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
• Qualification certificate check (where applicable)
• Two satisfactory references
• Occupational Health questionnaire and Fit for Work clearance
• DBS check (where applicable)
• Completion of all new starter documentation, including signed terms and conditions

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