111 Call Handler
Nottingham, Clifton
27,893 - 31,934 per annum
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:
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.
Ideal candidate
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:
Why join us?
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:
If you're looking for a rewarding role where your compassion, resilience and communication skills can genuinely change lives, we'd love to hear from you.
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.
