Customer Experience Advisor

Job details

Job reference

REQ002777

• Date posted
• 30/07/2026
• Application closing date
• 21/08/2026
• Location
• Burnley
• Salary
• £17,931.03
• Contractual hours
• 25
• Basis
• Part time
• Job category/type
• Blank
• Attachments
• Customer Experience Advisor

Job description

• Customer Service Advisor (Reception)
• Location: Centenary Court, Burnley
• Salary: £17,931.03 based on 25 hours per week (£26,000 FTE)
• Contract Type: Permanent | Part-time
• Hours: 25 (Monday to Friday | 12pm – 5pm)

About Us

At The Calico Group, our purpose is clear: to make a real difference to people’s lives. Whether supporting individuals in recovery, helping communities thrive, or enabling employees to grow, we are committed to creating opportunities that transform lives.

We embrace diversity in all its forms and take pride in employing a workforce that reflects the rich and varied communities we serve. Your skills and experiences could make all the difference – join us to be part of something extraordinary.

The service, based at Centenary Court, brings together the Contact Centre and Reception to act as the central access point for Calico Group customers, staff, members of the public and partners. It provides high‑quality information and advice, ensuring customers are supported quickly and directed to the right service first time. The service plays a key role in delivering an excellent, welcoming customer experience and supporting Calico Homes’ commitment to strong, thriving local communities.

About Our Team

Based at Centenary Court the service includes the Contact Centre and Reception service. We are the central hub for Calico Homes customers, staff, members of the public and partners, to access to a high-quality information and advice service through a variety of channels. Delivering an excellent customer experience and a ‘right first-time approach’ contributing to the overall company vision of investing in local communities where everyone thrives – through innovation, strength, and collaboration.

The Opportunity

We’re looking for a welcoming and passionate Customer Service Advisor to join our Customer Experience team at Centenary Court, where you’ll be the first point of contact for Calico Group customers and visitors. You’ll play a key role in helping people access the right support quickly, making a positive difference to customers’ lives and supporting Calico’s mission to build safe, strong and thriving communities.

In this varied role, no two days are the same. A typical day will include greeting customers, responding to face-to-face, telephone and email enquiries, providing clear information and working closely with teams across Calico Group to ensure a smooth customer journey. If you enjoy working with people, making an impact, and being at the heart of a busy, purpose driven service, this role offers a rewarding and meaningful opportunity.

For further information about the role, please visit the Role Profile .

What We’re Looking For

We believe in recruiting for potential as well as experience. Our ideal candidate will have:

Essential:

Qualifications

• GCSEs (Grade C/4 or above) in English and Maths, or an NVQ (or equivalent) in Customer Service

Experience

• Experience working in a customer service environment. Being flexible and adaptable in your approach to manage the changing priorities and workload of the service.
• Experience handling enquiries face-to-face, by telephone, and across digital systems
• Experience supporting vulnerable customers with empathy and a solution focused approach
• Experience inputting, retrieving and interpreting data across multiple IT systems

Skills & Knowledge

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making ability
• Ability to manage priorities, multitask, and work calmly under pressure
• Excellent working knowledge of ICT systems (e.g. CRM, MS Word, Excel, digital platforms)
• Ability to work independently and as part of a team
• Awareness of Health & Safety, Safeguarding, Equalities, and Data Protection (GDPR)
• Friendly, approachable, professional manner aligned with Calico’s values

Desirable:

• Housing sector knowledge, particularly in repairs diagnosis and housing applications
• Ability to organise and maintain statistical data and other records

If you share our values and are ready to grow through continuous learning, development, and the support of a dedicated team, we want to hear from you!

What’s in It for You?

At The Calico Group, we value our people and offer a supportive, inclusive culture alongside fantastic benefits:

• Bravo Benefits – Exclusive discounts at popular high street brands including many retailers and restaurants.
• Westfield Health – Our company funded cash plan, with access to a Doctor 24/7 – for you and your dependents.
• Mental Health Support – Access emotional and mental well-being services through Spectrum.
• Cycle to Work Scheme – Save on commuting costs while staying active.
• Pension Options – with employer pension contributions.
• Life Assurance – Peace of mind for you and your loved ones.
• Financial Advice – Expert guidance to help manage your finances.
• Recognition Awards – Celebrate your achievements with our recognition programs.
• Meaningful learning and development programmes with regular focus on your individual growth.
• Gym Membership Discounts – Stay fit with local gym access.
• One Calico Events – Connect and unwind at our employee social gatherings.
• Paid Professional Fees – We’ll cover the cost of professional subscriptions so you can continue growing your career.

And much more! We also offer enhanced holidays, sickness, maternity, and paternity options, ensuring you feel supported when you need it most.

How to Apply

Click Apply Now to complete your application online. Applications close on 21/08/2026.

For an informal chat about the role, contact Alex Higgins at ahiggins@calico.org.uk.

We can’t wait to welcome you to our team!

Inclusive Hiring at Calico

We’re committed to creating a workplace where everyone feels valued and can thrive. If you need any adjustments during the recruitment process or would like to discuss accessibility, please let us know at careers@calico.org.uk

Our Commitment to Safeguarding

The Calico Group is committed to safeguarding and promoting the welfare of all our customers employees, and volunteers. Successful candidates will be subject to a DBS check (Disclosure and Barring Service) and appropriate pre-employment checks in line with our safeguarding policies.

Don’t Leave it Too Long!

We don’t want you to miss this opportunity, the closing date for applications is 21/08/2026

Interview Dates

It is likely that interviews will be conducted w/c 23rd August.