Salary: Circa £64,000
Location: Lancashire
Closing date: Friday 6th March 2026
At Calico Homes, everything we do starts with one purpose: to make a real difference to people's lives. We believe everyone deserves to live peacefully and prosperously in warm, secure homes and thriving communities and we're looking for a leader who shares that passion.
We are delighted to be recruiting for our brand‑new Head of Customer Voice. This is a pivotal role within our Homes Senior Leadership Team and a unique opportunity to shape how we listen, learn, and act on what matters most to our customers.
If you're driven by meaningful impact, inspired by community, and excited by the chance to build something truly transformational, this could be the role where you thrive.
Why this role matters
Our Corporate Plan for 2026–2030 places customer voice at the heart of how we work. As our Head of Customer Voice, you will lead the way in ensuring that insight, feedback and lived experience directly influence our services, our decisions, and our culture.
You will champion a customer‑first mindset across Calico Homes — strengthening trust, improving outcomes, and ensuring that every interaction reflects our values of going one step further, improving and strengthening, and looking after ourselves and others.
This is a role where your leadership will be felt every day by colleagues, customers, and communities.
What you'll lead
The Customer Experience (CX) Team, including our busy Contact Centre and reception services
The continued development and embedding of our Customer Voice Framework
Performance, insight and service improvement across all customer touchpoints
Complaints, feedback and engagement activity — ensuring transparency, learning and action
Transformational change projects that enhance customer experience
A culture of continuous improvement, collaboration and innovation
You'll be a visible, hands‑on leader — someone who inspires confidence, supports colleagues to grow, and brings energy and clarity to a fast‑paced, customer‑focused environment.
What we're looking for
We're seeking a dynamic, forward‑thinking leader with:
Experience managing high‑volume customer experience or contact centre services
A strong track record of improving customer outcomes through insight and performance management
The ability to lead transformational change and embed new ways of working
A collaborative, values‑driven leadership style
Confidence working with customers, colleagues, Boards and partners
A passion for co‑designing services and amplifying customer voice
Most importantly, you'll share our commitment to doing the right thing, delivering outcomes, working together, and making a real difference.
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, retailers and restaurants
Westfield Health – Company‑funded health cash plan with 24/7 access to a doctor for you and your dependents
Mental Health Support – Emotional and wellbeing services through Spectrum
Cycle to Work Scheme – Save on commuting costs while staying active
Pension Options – With employer 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 through our recognition programmes
Meaningful learning and development programmes with a strong focus on your individual growth
Gym Membership Discounts – Access to local gyms at reduced rates
One Calico Events – Opportunities to connect, unwind and celebrate with colleagues
Paid Professional Fees – We'll cover the cost of professional subscriptions to support your career
And much more. We also offer enhanced holidays, sickness, maternity and paternity options, ensuring you feel supported when you need it most.
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
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 in line with our safeguarding policies.
Recruitment Timeline
Closing date: Friday 6th March 2026
Longlisting: Week commencing 9th March 2026
Preliminary interviews: Monday 16th March 2026
Final interviews: Monday 23rd March 2026
Ready to make a real impact?
To apply, please submit your CV and a supporting statement by Friday 6th March 2026.