Customer Hub Advisor

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–12:00 pm.

• 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.

• Education:
  
  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.

Shortlisted candidates will be invited to an interview at our St Helens office W/C 23rd March 2026. This will be a competency‑based interview, along with an in‑tray exercise and listening assessment.

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

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).