Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a passionate team to deliver exceptional customer experiences and resolve issues effectively.
- Company: Join The Calico Group, dedicated to transforming lives and supporting communities.
- Benefits: Enjoy discounts, health plans, mental health support, and professional development opportunities.
- Why this job: Shape customer experiences and foster team growth in a supportive environment.
- Qualifications: A-level or equivalent, leadership experience in a contact centre, and strong problem-solving skills.
- Other info: Inclusive culture with fantastic career growth and meaningful learning opportunities.
The predicted salary is between 30000 - 39000 £ per year.
Location: Burnley
Salary: £34,500 per annum
Contract Type: Permanent
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.
About the Service
The Customer Experience Team is the central hub for Calico Homes customers, colleagues, partners and the public. Based at Centenary Court, we provide multi-channel access to high-quality information, advice and support. We deliver excellent customer experiences with a friendly, right-first-time approach that helps communities thrive.
The Opportunity
We're looking for a passionate Customer Experience Team Leader to join our dynamic Customer Experience Team at Centenary Court. In this role, you'll lead and support a team of Customer Service Advisors, ensuring customers receive a professional, empathetic and effective service from the first point of contact. You'll oversee day-to-day contact centre and reception operations, manage customer feedback and complaints, and work closely with colleagues across Calico Homes to improve services and customer satisfaction.
A typical day might include:
- Coaching and supporting your team during 1:1s
- Reviewing customer feedback and driving early resolution of complaints
- Managing workforce planning, scheduling and real-time performance
- Working with internal teams to ensure up-to-date service information is available
- Identifying opportunities for service improvements using root-cause insights
If you want a role where your leadership genuinely shapes customer experiences and supports teams to thrive, this is the opportunity for you.
What We're Looking For
We believe in recruiting for potential as well as experience. Our ideal candidate will have:
Essential
- A-level or equivalent qualification
- Experience leading teams in a multi-channel contact centre
- Strong complaints-handling experience including early resolution and ADRA compassionate, values-led leadership style
- Experience supporting wellbeing, resilience and psychological safety within a team
- Ability to manage rotas, workloads, performance and absence fairly
- Ability to mediate, problem-solve and make decisions in the best interest of customers and Calico Homes
- Confidence using digital systems in line with GDPR and data protection
Desirable
- ILM Level 3 in Leadership & Management, ICS UK or CIH qualifications
- Understanding of RSH Consumer Standards and Housing Ombudsman Code
- Experience working with SLAs, KPIs, workforce management and quality assurance
- Experience facilitating customer voice or co-design activity
- Confident using MS 365, Teams and dashboards such as Power BI
If you share our values and are ready to grow with 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 - discounts at major retailers and restaurants
- Westfield Health cash plan - including 24/7 GP access for you and your dependants
- Mental Health Support through Spectrum
- Cycle to Work Scheme
- Pension with employer contributions
- Life Assurance
- Financial advice and wellbeing support
- Recognition awards
- Meaningful learning and development opportunities
- Gym membership discounts
- One Calico social events
- Paid professional fees
- Enhanced holidays, sickness, maternity and paternity options
How to Apply
Click Apply Now to submit your application online. Applications close on: 22/03/2026. 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 contact the careers team.
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 and appropriate pre-employment checks.
Don't Leave it Too Long
The closing date for applications is 22/03/2026. Interview Dates TBC.
Customer Service Team Leader in Burnley employer: The Calico Group
Contact Detail:
The Calico Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Burnley
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on The Calico Group. Understand their values and mission, and think about how your experience aligns with their goals. This will help you stand out as someone who genuinely cares about making a difference.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and leadership. Think about specific examples from your past experiences that showcase your skills in handling complaints and leading a team. We want to hear your stories!
✨Tip Number 3
Show your passion! During the interview, let your enthusiasm for customer service shine through. Talk about why you love helping others and how you can contribute to creating excellent customer experiences at Calico Homes. Your energy can be contagious!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Team Leader in Burnley
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about making a difference in people's lives and how your values align with ours.
Tailor Your Experience: Make sure to highlight your relevant experience in customer service and team leadership. We love seeing how your past roles have prepared you for this opportunity, so don’t hold back on those examples!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to read and understand. Avoid jargon unless it’s relevant!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at The Calico Group
✨Know Your Stuff
Before the interview, make sure you thoroughly understand The Calico Group's mission and values. Familiarise yourself with their customer service approach and think about how your experience aligns with their goals. This will help you demonstrate your passion for making a difference in people's lives.
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, you'll need to highlight your leadership style. Prepare examples of how you've successfully led teams in the past, especially in handling complaints and improving customer satisfaction. Be ready to discuss specific situations where your coaching made a positive impact.
✨Emphasise Empathy and Problem-Solving
The role requires a compassionate approach to customer service. Think of instances where you've resolved conflicts or complaints effectively. Share how you prioritised the customer's needs while also considering the company's interests, showcasing your ability to mediate and problem-solve.
✨Be Tech-Savvy
Since the job involves using digital systems and tools like MS 365 and Power BI, brush up on your tech skills. Be prepared to discuss your experience with these platforms and how you've used data to drive improvements in customer service. This will show that you're ready to hit the ground running.