Job Advert
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. We are
actively recruiting 4 full-time positions with our Customer Hub operation.
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
Key Responsibilities:
* 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’re 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 Assessment Centre at our St Helens Office on 25th March 2025 to demonstrate their
suitability for the role.
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)
* 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.