Mental Health Call Handler

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

At NCHA, we're passionate about making a positive difference in people's lives. Our Customer Wellbeing Service operates 24 hours a day, 365 days a year, providing emotional support, crisis intervention and assistive technology services to help people remain safe, independent and connected.

We're looking for compassionate and resilient Customer Wellbeing Agents to join our dedicated team and support customers through some of their most challenging moments.

For advertising purposes this role is known externally as a 111 Call Handler. Internally, the role title is Customer Wellbeing Agent.

Role overview

As a Customer Wellbeing Agent, you'll be the voice behind our wellbeing helplines and assistive technology service. You'll provide emotional support to people experiencing crisis or poor mental health, respond to assistive technology alarms, and ensure customers receive the help and support they need when they need it most.

Working as part of our 24/7 contact centre team, you'll play a vital role in safeguarding vulnerable customers, coordinating responses with external agencies and delivering services that have a genuine impact on people's wellbeing and quality of life.

Key responsibilities

As a Customer Wellbeing Agent, your day could look like:

• 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

Working pattern

This is an office-based role located at our purpose-built Customer Wellbeing Centre in Clifton.

You'll work 35 hours across 4 days per week on a rota basis covering a 24-hour service, 365 days a year.

Shift patterns include:

Early: 6:00am to 3:15pm

Late: 1:15pm to 10:30pm

Night: 9:00pm to 6:00am

Flexibility is required to meet the needs of the service.

We're looking for someone who is calm, empathetic and resilient, with the ability to support customers through difficult situations while remaining professional under pressure.

You'll be an excellent communicator with strong problem-solving skills, good attention to detail and a genuine commitment to supporting vulnerable people.

The successful candidate will have:

• Experience of working on a crisis, wellbeing or support helpline
• An 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

This is an opportunity to be part of a service that makes a genuine difference to people's lives every day.

You’ll benefit from:

• A rewarding role where you can positively impact customers during some of their most important moments
• A friendly, supportive and diverse team culture
• Ongoing coaching, training and development opportunities
• The chance to work for an organisation that lives its values and is committed to improving lives and communities
• Excellent colleague benefits and wellbeing support

NCHA has been recognised as one of the UK's Best Workplaces™, Best Workplaces for Wellbeing™ and Best Workplaces for Women™, and 77% of our colleagues say NCHA is a great place to work.

NCHA strives to be a welcoming and inclusive employer. We particularly welcome applications from people from ethnic minority communities, LGBTQ+ communities and women, who are currently under-represented within our workforce.

Please note that we are not currently able to offer visa sponsorship for this role.

This role requires an Enhanced with Adult's and Children's Barred List DBS check, which will be arranged and funded by NCHA. Successful applicants will be required to undergo a DVLA licence check as part of NCHA's pre-employment screening process.