Customer Hub Advisor

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.

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 Monday 23rd November 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)