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 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
• 2x completed references
• 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.

£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: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our 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: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.