Customer Service Advisor

Customer Service Advisor at Burnley Together

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 Opportunity

As a Customer Service Advisor within the Burnley Together Contact Hub, you will support customers from all areas of the community across Burnley and Padiham.

The Customer Service team provides information, advice, and guidance, allowing customers to access services that best meet their needs. You will work with customers to identify the most appropriate support at the earliest opportunity, helping them access services that improve their wellbeing and enable sustainable positive outcomes.

They do this through a variety of communication channels including telephone, email, digital sources, and face-to-face contact. You will develop your knowledge and skills through partnership working with a wide range of professionals and services, all working towards the same goal of helping our customers live their best lives.

You will support the collection of both qualitative and quantitative data, helping to identify customer needs and service outcomes. You will contribute to internal and external projects and assist with gathering information that demonstrates customer impact.

As a Customer Service Advisor, you will need to be able to work in a fast-paced environment, use relevant ICT systems, be resilient, and ensure you are making informed decisions while considering the vulnerability and diverse needs of customers, delivering the best possible outcomes.

You will contribute to ensuring that Down Town is compliant with Health and Safety requirements and provides a welcoming environment for staff, volunteers, and customers.

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:

Qualifications

(Essential)

GCSE (grades c or above) in English Language and Maths

Experience (Essential) Experience

• Ability to work in a calm and focussed way when under pressure.
• Ability to work on your own and as part of a team.
• Flexibility to travel to different community venues as required.
• Ability to co-ordinate several different tasks, at once, by prioritising your work load to achieve performance KPIs and deadlines.
• A passion for providing exceptional customer service, by resolving enquires at the first point of contact with a helpful, friendly and positive attitude.
• A commitment to upholding and demonstrating The Calico Groups values and behaviours in everything you do and leading by example in your interactions with customers and staff.
• Experience of dealing with difficult situations and helping vulnerable people in a professional, caring and solution focused way.
• Be resilient, patience and have a passion to make a difference.
• Excellent inter-personal and communication skills across a wide range of channels and audiences, including negotiating and influencing others.
• Being flexible and adaptable in your approach to working in a fast-paced environment which is continually changing and evolving to meet the needs of the customer and service.
• Highlight any training needs and be aware of own health and wellbeing, with the ability to ask for support when required.
• Car driver

Skills & Knowledge (Essential)

• To be fully proficient in all aspects of those services delivered in

partnership with the Burnley Together Hub, enabling you to resolve enquiries, where possible, at first point of contact.

• To keep up to date with relevant policies and procedures.
• Excellent working knowledge of relevant ICT systems to retrieve, create and maintain customer information, and provide data as required.
• Excellent problem-solving skills, to make the right decisions, whilst considering the vulnerability and the diverse needs of the customer.

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 30/09/2026

For an informal chat about the role, contact Ella Roberts elroberts@calico.org.uk or on 01282 686402

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 09/30/2026