Customer Service Advisor - 6+ Month Contract
| Company: | Torus Group |
|---|---|
| Salary: | £28,790 (pending pay award) |
| Hours: | Full-time |
| Location: | Saint Helens, WA9 1LD |
| Job type: | Contract |
| Posting date: | 14 Jul 2026 |
| Closing date: | 27 Aug 2026 |
Summary
Job Advert
Are you passionate about delivering excellent customer service? Join our Customer Hub at Torus and become the first point of
contact for customers across a range of housing services. You'll provide advice, resolve enquiries and work with colleagues across
the business to deliver positive customer outcomes. If you enjoy helping people and thrive in a fast-paced environment, we'd love
to hear from you
We are currently recruiting for two Customer Hub Advisors to join our team on fixed-term contracts of at least six months.
Working Hours:
* 37 hours per week
* Monday to Friday: 7.4 hours per day between 8:00 AM and 8:00 PM
* 1 in 4 Saturdays: 8:00 AM to 12:00 PM
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 27th July 2026. This will be a
competency-based interview, along with a written 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
* Qualification certificate check
* 2x completed references
* OH Health Questionnaire – Fit For Work
* 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.