24/7 Customer Wellbeing Advisor — Crisis Support

Nottingham Community Housing Association Limited; Nottingham; On-site; GBP 21,000 - 28,000; Full time

Job summary

Nottingham Community Housing Association Limited (NCHA) seeks a compassionate Customer Wellbeing Agent to support customers in crisis through our 24/7 wellbeing helpline. This office-based role at Clifton will involve responding to emotional distress calls, managing assistive technology alarms and coordinating safeguarding actions when needed.

Training will be provided for equipment installation. Working 35 hours across 4 days per week to cover a 24/7 service; the ideal candidate is calm,

Qualifications

• Experience of working on a crisis, wellbeing or support helpline.
• Excellent communication, interpersonal and listening skills.
• Ability to handle sensitive information with discretion.
• Strong IT skills and accurate records management.

Responsibilities

• Provide emotional support to customers in crisis or distress.
• Respond to assistive technology alarms and liaise with external agencies as required.
• Signpost to appropriate support services and provide guidance.
• Identify safeguarding concerns and take appropriate action.
• Install and configure assistive technology in customers' homes (training provided).
• Support out-of-hours and emergency maintenance calls.

Skills

Crisis support

Empathy & active listening

Excellent communication

Tools

CRM software

Job description

Nottingham Community Housing Association Limited (NCHA) seeks a compassionate Customer Wellbeing Agent to support customers in crisis through our 24/7 wellbeing helpline. This office-based role at Clifton will involve responding to emotional distress calls, managing assistive technology alarms and coordinating safeguarding actions when needed.

Training will be provided for equipment installation. Working 35 hours across 4 days per week to cover a 24/7 service; the ideal candidate is calm,