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Job reference

REQ001242

Date posted

17/05/2023

Application closing date

31/05/2023

Location

Burnley

Salary

£21,632 Pro rata.

Contractual hours

30

Basis

Full time

Job category/type

Blank

Job description

What you’ll be doing

• As a Customer Service Advisor with the Burnley Together Contact hub team you will be supporting customers from all areas of the community, across Burnley and Padiham.
• This will include providing information, advice, and guidance, allowing the customer to access services that meet their needs.
• You will do this through a variety of communication channels including telephone, email, digital sources, and face to face contact.
• You will develop 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 life.
• Supporting the Burnley Together team, gathering data both qualitative and quantitative, using this to develop the service moving forward.
• 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 consulting your team and making the right decisions considering the vulnerability and diverse needs of the customer whilst delivering the best possible outcomes.
• You will be delivering the service in a variety of busy community venues, including Burnley Wood Community Centre, Downtown and Valley Street Community Centre. There will also be a need to occasionally work at other Calico owned or operated locations as required.

-Your hours of work would be 30 hours per week, Monday- Friday.

• The salary for this role is £21,632 Pro rata.

This role is a temporary role until March 31st, 2024, although we cannot guarantee a placement after this date The Calico Group is a growing business, and we always look to retain our fantastic staff be that in other areas of the business should a role not be available at that time.

You can find more details on the role and key deliverables in the Role Profile.

What you will get in return

• The opportunity to make a real difference to people’s lives
• Competitive salary
• 25 days holiday + 8 Bank Holidays
• A fabulous wellbeing programme
• Be part of a values lead culture
• Quality learning and development opportunities
• Join a unique and diverse group of companies with growth ambitions

There are so many more benefits to working for Calico Homes and the Calico Group, too many to mention! Calico has a reputation both locally and nationally as an employer of choice, ranked 2nd in the “Inclusive top 50 UK Employers list” – an achievement we are exceptionally proud of.

What you’ll need to be a success

The role requires knowledge, skills, and experience in the following areas:

Qualifications

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

Knowledge

• 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.

Ability to co-ordinate several different tasks, at once, by prioritising your workload to achieve performance KPIs and deadlines.

• 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.
• 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.

Experience

• 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.

Ready to apply?

If you think you have everything we're looking for in a Customer Service Advisor at Burnley Together then we'd love to hear from you.

About Calico Homes

Calico Homes’ is a value led company who through investing in local communities where everyone thrives – through innovation, strength and collaboration. Calico Homes, along with all other parts of the Group, have a shared purpose as part of the Calico Group, to make a real difference to people’s lives.

Each part of the Calico Group has its own specialism and expertise, but the “One Calico” vision is to help people to build a better future, whatever their background and wherever they are in their life’s journey.

Because we know we can always do more for our customers, we are continually expanding the range of services which we offer and looking for new talent. This means we need more amazing people who share our values and have real passion for helping others.

Calico are committed to equality of opportunity for all staff and wish to be representative of the communities in which we work. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.