Crisis & Wellbeing Call Handler (24/7, 35h/4d)

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

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