Customer Service Advisor - 11 Month Contract
| Company: | Torus Group |
|---|---|
| Salary: | £28,790 (pending pay award) |
| Hours: | Full-time |
| Location: | Saint Helens, WA9 1LD |
| Job type: | Contract |
| Posting date: | 15 Jul 2026 |
| Closing date: | 27 Aug 2026 |
Summary
Job Advert
Are you passionate about delivering excellent customer service and making a real difference to customers? Join our Customer Hub at
Torus, where you'll be the first point of contact for a wide range of housing-related enquiries. Working in a fast-paced
environment, you'll provide accurate advice, resolve customer queries and work collaboratively with colleagues to deliver positive
outcomes. If you have a passion for customer care and enjoy helping people, we'd love to hear from you.
This is a fixed-term maternity cover position until June 2027.
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'll Be Doing:
* Act as the first point of contact for customer enquiries via telephone, email, face-to-face, text and digital channels.
* Provide advice and guidance across a range of housing management services, including repairs, tenancy management, allocations,
complaints and anti-social behaviour.
* Apply company policies and procedures accurately to ensure enquiries are resolved efficiently and recorded correctly on housing
management systems.
* Identify rent arrears during customer interactions, take payments, agree repayment arrangements and encourage customers to
address outstanding balances.
* Raise and manage repair requests in line with company policies, priorities and landlord responsibilities.
* Investigate and resolve customer enquiries, escalating complex cases and making referrals to specialist teams where
appropriate.
* Promote digital services and support customers with setting up and using online accounts.
* Maintain accurate records of all customer interactions and contribute towards achieving service standards and performance
targets.
What We Are Looking For:
* Educated to 4 GCSEs (or equivalent) Grade C/4 or above, including English.
* Demonstrable strong IT skills with experience 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 provide accurate information and advice to customers across a broad range of services and enquiries.
* At least 12 months' experience working within a customer service environment.
* Experience of understanding and applying policies and procedures to resolve customer enquiries.
* Experience of working with a range of stakeholders and handling difficult or sensitive conversations professionally.
* Excellent communication, problem-solving and customer care skills.
* A positive, resilient and flexible approach with the ability to work effectively as part of a team.
Interview Process:
Candidates will be invited to attend a face-to-face interview at our St Helens Office week commencing 3rd August 2026. This will
be a competency-based interview, along with a brief listening and written assessment to assess your skills, knowledge and
ability.
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&Cs
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.