111 Mental Health Call Handler

The Methodist Church in Britain; Beeston; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Coaching and development opportunities

Colleague wellbeing support

Friendly, supportive team culture

Job summary

Nottingham Community Housing Association is seeking a Customer Wellbeing Agent to operate as an 111 Call Handler. The role handles wellbeing helpline calls, responds to assistive technology alarms and supports safeguarding needs. It is office-based with a 24/7 rota, requiring 35 hours over four days and enhanced DBS clearance.

Visa sponsorship is not available. The post involves liaising with emergency services and healthcare partners, offering signposting and practical support to customers in

Qualifications

• Experience of working on a crisis, wellbeing or support helpline.
• Experience of supporting vulnerable customers in a customer-focused environment.

Responsibilities

• Answer calls from customers in emotional distress, crisis or with mental health challenges, giving support and reassurance.
• Respond to alarms and notifications from the assistive technology service.
• Liaise with emergency services, healthcare professionals and partner organisations.
• Give advice, guidance and signposting to appropriate support services.
• Identify safeguarding concerns and act to protect vulnerable customers.
• Install and configure assistive technology equipment in customers' homes, with full training provided.
• Respond to emergency maintenance calls and support out-of-hours services.

Skills

communication

empathy

IT skills

record keeping

de-escalation

problem solving

Job description

This Customer Wellbeing Agent post sits within the Customer Wellbeing Service at Nottingham Community Housing Association, which advertises it externally as 111 Call Handler. It involves answering wellbeing helpline calls from people in crisis or poor mental health, responding to assistive technology alarms, and identifying safeguarding concerns. The role is office-based and rota-based across a 24-hour, year-round service, with early, late and night shifts and 35 hours over four days. Enhanced DBS with barred lists is required and visa sponsorship is not available.

What the job involves

• Answer calls from customers in emotional distress, crisis or with mental health challenges, giving support and reassurance
• Respond to alarms and notifications from the assistive technology service
• Liaise with emergency services, healthcare professionals and partner organisations
• Give advice, guidance and signposting to appropriate support services
• Identify safeguarding concerns and act to protect vulnerable customers
• Install and configure assistive technology equipment in customers' homes, with full training provided
• Respond to emergency maintenance calls and support out-of-hours services

What’s required

Experience

• Experience of working on a crisis, wellbeing or support helpline
• Experience of supporting vulnerable customers in a customer-focused environment

Skills & knowledge

• Understanding of mental health issues and the challenges people may face
• Excellent communication, organisational and administrative skills
• Strong IT skills and the ability to keep accurate records
• Conflict resolution and de-escalation skills
• Proactive approach and commitment to excellent customer service
• Strong problem-solving skills and good attention to detail

Checks & eligibility

• Enhanced DBS check with Adult's and Children's Barred List, arranged and funded by the employer
• Full UK driving licence and access to a vehicle, unless a disability precludes this, subject to a DVLA licence check

Other

• Calm, empathetic and resilient, able to stay professional under pressure
• Genuine commitment to supporting vulnerable people

What’s offered

• Ongoing coaching, training and development opportunities
• Colleague benefits and wellbeing support
• Friendly, supportive and diverse team culture