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:
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37 hours per week
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Monday to Friday: 7.4 hours per day between 8:00 AM and 8:00 PM
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1 in 4 Saturdays: 8:00 AM to 12:00 PM
What You'll Be Doing:
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Act as the first point of contact for customer enquiries via telephone, email, face-to-face, text and digital channels.
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Provide advice and guidance across a range of housing management services, including repairs, tenancy management, allocations, complaints and anti-social behaviour.
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Apply company policies and procedures accurately to ensure enquiries are resolved efficiently and recorded correctly on housing management systems.
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Identify rent arrears during customer interactions, take payments, agree repayment arrangements and encourage customers to address outstanding balances.
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Raise and manage repair requests in line with company policies, priorities and landlord responsibilities.
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Investigate and resolve customer enquiries, escalating complex cases and making referrals to specialist teams where appropriate.
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Promote digital services and support customers with setting up and using online accounts.
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Maintain accurate records of all customer interactions and contribute towards achieving service standards and performance targets.
What We Are Looking For:
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Educated to 4 GCSEs (or equivalent) Grade C/4 or above, including English.
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Demonstrable strong IT skills with experience accurately inputting customer data into case management or IT systems.
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Ability to understand and apply complex policies and procedures across a range of disciplines, including complaint handling and case management.
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Ability to provide accurate information and advice to customers across a broad range of services and enquiries.
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At least 12 months' experience working within a customer service environment.
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Experience of understanding and applying policies and procedures to resolve customer enquiries.
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Experience of working with a range of stakeholders and handling difficult or sensitive conversations professionally.
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Excellent communication, problem-solving and customer care skills.
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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 1st 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:
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Right to work verification
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Qualification certificate check
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2x completed references
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OH Health Questionnaire – Fit For Work
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DBS check (if required for role)
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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.
