Customer Service Advisor – Customer Hub

Based in the heart of St Helens, our Customer Hub is central part of the Torus business. We are committed to delivering a high-quality service to all our customers. The key purpose of this post is to resolve customer enquiries across our current and future communications channel.

The Customer Hub takes a proactive approach to customer care, ensuring high customer satisfaction with every contact. We provide customers with prompt and efficient, high quality customer service and have a supportive and effective partnership with other teams across the business.

As we work towards more effectively serving our customers, we are actively recruiting 3 Full-time positions across our Customer Hub operation. Hours will be on a rotating shift pattern across our operating hours which are Monday to Friday 8am – 8pm and Saturday 8am – 12 Noon.

This is an important role in which you will:

• Action customer enquiries in line with our agreed Customer Standards Policy

• Ensure that during every customer interaction, arrears is identified, company policy is applied and the customer engaged to address the situation resulting in rent payments where necessary

• Apply Company procedures and policy in line with Anti-Social behaviour, tenancy management, and repairs.

• Take ownership and resolve customer enquiries, liaising with others when necessary and make referrals to appropriate teams

To be successful in this role you will:

• Have a real passion for delivering an impeccable standard of customer care.

• Have a keen eye for detail and enjoy resolving complex issues in a fast-paced environment?

• Need to demonstrate a fully committed attitude in resolving often complex customer queries fluently and efficiently.

Short-listed applicants will be invited to attend an Assessment Centre at our St Helens Office to demonstrate their suitability for the role.

What Can Torus Group Offer You

We offer a modern workplace that is challenging, supportive and gives you room to grow your skills – along with a package of benefits that shows how much we value your contribution and care about your wellbeing, such as:

• 25 days holiday rising to 30 plus bank holidays (pro rata)

• Holiday purchase scheme

• Company Pension Scheme

• Company life assurance

About Torus Group – Torus Landlord

A growth and regeneration group with a strong social purpose, Torus works in partnership with Liverpool City Region and the North-West to improve lives and create thriving, vibrant communities through support, investment, development, and regeneration.

We own and manage around 40,000 homes in Warrington, St Helens, Liverpool and beyond, making Torus the region’s largest affordable housing provider.

Profits generated by group members Torus Developments and HMS are reinvested into our charitable arm Torus Foundation, a community anchor institution, to fund projects that build social capital and fulfil our mission of ‘growing stronger communities’.

Great Torus people share qualities we value highly. They are problem-solvers, able to work well within our team. They are open, honest, and committed to always doing the right thing, and they always look for ways to do things better, focused on making sure we achieve our aims. If you can share our way of working, you’ll enjoy working with us.

PLEASE NOTE:

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&C’s

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