At a Glance
- Tasks: Support individuals in crisis through a wellbeing helpline and assistive technology.
- Company: Join Nottingham Community Housing Association, dedicated to mental health support.
- Benefits: Ongoing training, colleague wellbeing support, and a friendly team culture.
- Other info: Work in a dynamic environment with opportunities for personal growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in crisis support and strong communication skills required.
The predicted salary is between 22050 - 26950 £ per year.
This Customer Wellbeing Agent post sits within the Customer Wellbeing Service at Nottingham Community Housing Association, which advertises it externally as 111 Call Handler.
It involves answering wellbeing helpline calls from people in crisis or poor mental health, responding to assistive technology alarms, and identifying safeguarding concerns.
The role is office-based and rota-based across a 24-hour, year-round service, with early, late and night shifts and 35 hours over four days.
Enhanced DBS with barred lists is required and visa sponsorship is not available.
- What the job involves
- 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
- What’s required
Experience
- Experience of working on a crisis, wellbeing or support helpline
- Experience of supporting vulnerable customers in a customer-focused environment
Skills & knowledge
- Understanding of mental health issues and the challenges people may face
- Excellent communication, organisational and administrative skills
- Strong IT skills and the ability to keep accurate records
- Conflict resolution and de-escalation skills
- Proactive approach and commitment to excellent customer service
- Strong problem-solving skills and good attention to detail
- Checks & eligibility
- Enhanced DBS check with Adult's and Children's Barred List, arranged and funded by the employer
- Full UK driving licence and access to a vehicle, unless a disability precludes this, subject to a DVLA licence check
- Other
- Calm, empathetic and resilient, able to stay professional under pressure
- Genuine commitment to supporting vulnerable people
- What’s offered
- Ongoing coaching, training and development opportunities
- Colleague benefits and wellbeing support
- Friendly, supportive and diverse team culture
- #J-18808-Ljbffr
111 Mental Health Call Handler in Beeston employer: Nottingham Community Housing Association Limited
At NCHA, we are dedicated to empowering young people and fostering their independence in a supportive and values-driven environment. As a recognised Great Place to Work, we offer comprehensive training and development opportunities, alongside a generous benefits package that includes a wellbeing plan, free healthcare cash plan, and social events, all aimed at enhancing your career while making a meaningful impact in the lives of young individuals in Newark.
Contact Details:
Nottingham Community Housing Association Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 111 Mental Health Call Handler in Beeston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nottingham Community Housing Association Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nottingham Community Housing Association Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 111 Mental Health Call Handler in Beeston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nottingham Community Housing Association Limited:Your cover letter is your chance to shine! Tell us why you want to work at Nottingham Community Housing Association Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nottingham Community Housing Association Limited!
How to prepare for a job interview at Nottingham Community Housing Association Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
