Customer Wellbeing Call Agent

Brackenberry Limited; Nottingham; On-site; GBP 20,000 - 25,000; Part time

Job summary

A local authority support service in Nottingham is seeking a Customer Wellbeing Call Agent to provide exceptional customer service and support to vulnerable individuals. The successful candidate will be responsible for monitoring assistive technology, responding to alarms, and ensuring the safety and wellbeing of clients. This role requires strong communication skills and the ability to handle emotional situations, offering reassurance and practical guidance. Valid UK driving license required.

Qualifications

• Experience working in a fast-paced contact or call centre environment.
• Proven track record of working in a customer-facing role.
• Experience working on or supporting wellbeing or mental health helplines.
• Valid UK driving license and willingness to use company vehicles.

Responsibilities

• Respond promptly and compassionately to calls from vulnerable customers.
• Conduct wellbeing checks via phone or in person.
• Monitor and respond to alarms generated by assistive technology devices.
• Maintain accurate system records and call logs.

Skills

Customer service

Emotional support

IT skills

Communication

Education

NVQ Level 2 or equivalent

Job description

Overview

We are working closely alongside a Local Authority in Nottingham to assist with the appointment of a Customer Wellbeing Call Agent, on a 1-month contract, likely to be extended at client\'s discretion. Please apply with your CV for immediate consideration. To support vulnerable individuals to live independently by providing wellbeing and assistive technology monitoring services through NCHAs 24/7 Customer Experience Centre. The postholder will respond to alarms triggered by assistive technology (such as fall detectors, smoke alarms, and door sensors), deliver wellbeing and mental health helpline services, and provide reassurance, guidance, and emergency responses. This role plays a key part in ensuring customers safety, wellbeing, and independence while delivering exceptional customer service.

Responsibilities

• Respond promptly and compassionately to calls from vulnerable customers, offering reassurance, emotional support, and practical guidance.
• Conduct wellbeing checks via phone or in person, including medication prompts and emergency response coordination.
• Monitor and respond to alarms and notifications generated by assistive technology devices (e.g., falls detectors, door and smoke sensors).
• Maintain accurate system records and call logs in accordance with NCHAs data protection and confidentiality standards.
• Ensure documentation meets compliance, quality, and audit requirements.

Qualifications

• NVQ Level 2 or equivalent in Telecare, Care, Housing, Customer Service, Business Administration, or ICT or demonstrable equivalent experience.
• Experience working in a fast-paced contact or call centre environment.
• Proven track record of working in a customer-facing role.
• Experience working on or supporting wellbeing or mental health helplines.
• Strong IT and administrative skills with excellent written and verbal communication.
• Demonstrated ability to work with diverse individuals with empathy and professionalism.
• Experience handling emotional and safeguarding concerns with calmness and clarity.
• Valid UK driving license and willingness to use company vehicles.