Customer Service Advisor - 6 Month Contract

Customer Service Advisor - 6 Month Contract

Central, St. Helen's Office

Torus Landlord

Full time

Fixed Term (6M+)

Are you passionate about delivering outstanding customer service? Join our Customer Hub at Torus, where we put our customers at the heart of everything we do. Our Customer Hub in St Helens plays a key role in providing high-quality support across multiple communication channels. We take a proactive approach to customer care, ensuring every interaction leaves a positive impact. This is a fixed term role, running until the end of December 2026.

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 29th June 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
• 2x completed references
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&C's

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

£28,790 (pending pay award)

Benefits

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: E learning workshops and support for professional qualifications.
• Recognition and Well being: Reward and recognition schemes, volunteer in your community, enhanced sick pay and discounted gym memberships.
• Flexible Working: Champion flexible and agile working, supporting individual needs and preferences.
• Comfortable Workspaces: Well designed offices with excellent public transport links, employee assistance programmes and occupational health support.
• Health and Wellness: For eligible employees, BUPA health expenses coverage.