At a Glance
- Tasks: Support customers with housing and tenancy-related services in a fast-paced environment.
- Company: Join a dynamic team dedicated to delivering excellent customer service.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work culture.
- Other info: Flexible working across Liverpool, St Helens, and Warrington with great career growth opportunities.
- Why this job: Make a real difference by helping customers resolve their enquiries and improve their experiences.
- Qualifications: Strong communication skills and a commitment to excellent customer service required.
Do you thrive in a fast-paced environment where no two days are the same? We're looking for a Customer Service Advisor - Reception to join our front-line team, supporting customers across a wide range of housing and tenancy-related services. This varied and rewarding role involves managing sensitive and often complex enquiries, from Property Pool Plus applications and tenancy management requests to repairs, complaints and customer escalations. You'll play a vital role in delivering an excellent customer experience, resolving issues at the earliest opportunity and providing tailored support with professionalism, empathy and attention to detail.
The role is primarily based in our Liverpool City Centre office, with travel to our St Helens and Warrington offices required in line with business needs.
What you'll be doing:
- Act as the first point of contact for customers, delivering a professional and responsive service across reception, telephone, email and digital channels.
- Manage a wide range of housing and tenancy-related enquiries, including Property Pool Plus applications, choice-based lettings, waiting list enquiries, tenancy management requests, transfers, mutual exchanges, repairs, complaints and anti-social behaviour cases.
- Provide accurate advice, guidance and support by applying company policies and procedures, including handling rent account enquiries, taking payments, discussing arrears and agreeing repayment arrangements while promoting the Every Contact Counts approach.
- Investigate, manage and resolve sensitive and often complex customer enquiries, taking ownership through to resolution, making referrals to specialist teams where appropriate and keeping customers informed throughout.
- Accurately record and maintain customer information, case notes and actions on housing and case management systems, ensuring compliance with data protection requirements.
- Promote digital services and support customers to access online accounts and self-service options, improving their experience and access to services.
- Work collaboratively with colleagues across the organisation to deliver positive customer outcomes, achieve service standards and continuously improve service delivery.
- Maintain a flexible and proactive approach while working in a fast-paced environment, ensuring compliance with Health & Safety, Equality, Diversity and Inclusion requirements and supporting service delivery across Liverpool, St Helens and Warrington.
What we're looking for:
- Experience delivering excellent customer service in a fast-paced environment, ideally within housing, reception, contact centre or a similar customer-focused setting.
- Strong communication skills, with the confidence to handle sensitive and complex enquiries, provide accurate advice and build positive customer relationships.
- Experience applying policies and procedures to resolve enquiries, make informed decisions and achieve positive customer outcomes.
- Excellent organisational, problem-solving and investigative skills, with the ability to manage a varied workload and take ownership of enquiries through to resolution.
- Strong attention to detail and IT skills, with experience accurately recording and maintaining customer information across multiple systems.
- A proactive, flexible and customer-focused approach, with the ability to adapt to changing priorities and embrace new ways of working and support service delivery across our Liverpool, St Helens and Warrington offices in line with business needs.
- A collaborative team player who works effectively with colleagues and stakeholders to deliver excellent service and continuously improve the customer experience.
- A commitment to equality, diversity and inclusion, ensuring customers are treated fairly and services are delivered with respect and understanding.
- 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 on Monday 24th and Thursday 27th August 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.
Customer Service Advisor - Reception (Liverpool/Warrington/St Helens) employer: Torus Group
Join our dedicated team as a Sheltered Scheme Manager in Liverpool, where you will play a vital role in enhancing the lives of older and vulnerable residents. We pride ourselves on fostering a supportive work culture that values employee growth, offering continuous training and development opportunities to help you excel in your career. With a strong commitment to resident wellbeing and a collaborative environment, you'll find this position not only rewarding but also integral to making a positive impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Reception (Liverpool/Warrington/St Helens)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Torus Group. 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 Torus Group 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!
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 Torus Group:Your cover letter is your chance to shine! Tell us why you want to work at Torus Group 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 Torus Group!
How to prepare for a job interview at Torus Group
✨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.
