24/7 Mental Health Support Agent

Nottingham Community Housing Association Ltd; Nottingham; On-site; GBP 28,000 - 32,000; Full time

Job summary

Nottingham Community Housing Association Ltd is seeking a Mental Health Call Handler to join our 24/7 Customer Wellbeing Service in Clifton. The role involves providing emotional support, crisis intervention and monitoring assistive technology alarms to help vulnerable customers stay safe and connected.

You will work within a 35-hour, 4-day rota for a 24/7 service, in an office-based setting, and liaise with emergency services and healthcare professionals as needed. Training will be provided.

Qualifications

• Experience of working on a crisis, wellbeing or support helpline
• Understanding of mental health issues and the challenges people may experience
• Experience of supporting vulnerable customers in a customer‑focused environment
• Excellent communication, organisational and administrative skills
• Strong IT skills and the ability to maintain accurate records
• Effective conflict resolution and de‑escalation skills
• A proactive approach and a commitment to delivering excellent customer service
• A full UK driving licence and access to a vehicle, unless a disability precludes this

Responsibilities

• Responding to calls from customers experiencing emotional distress, crisis situations or mental health challenges and provide appropriate support and reassurance
• Responding to alarms and notifications generated through our assistive technology service
• Liaising with emergency services, healthcare professionals and other partner organisations where required
• Providing advice, guidance and signposting to appropriate support services
• Identifying safeguarding concerns and take appropriate action to protect vulnerable customers
• Installing and configuring assistive technology equipment in customers' homes (full training is provided)
• Responding to emergency maintenance calls and support out-of-hours services

Skills

Crisis support

Empathy

Communication skills

Problem solving

IT skills

Record keeping

De-escalation

Driving licence

Job description

Nottingham Community Housing Association Ltd is seeking a Mental Health Call Handler to join our 24/7 Customer Wellbeing Service in Clifton. The role involves providing emotional support, crisis intervention and monitoring assistive technology alarms to help vulnerable customers stay safe and connected.

You will work within a 35-hour, 4-day rota for a 24/7 service, in an office-based setting, and liaise with emergency services and healthcare professionals as needed. Training will be provided.