At a Glance
- Tasks: Lead and inspire a team providing vital emotional support to those in need.
- Company: Join Nottingham Community Housing Association, a leader in mental health support.
- Benefits: Enjoy generous leave, wellbeing plans, and ongoing professional development.
- Other info: Be part of a supportive, diverse team in a modern office environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in crisis support and strong leadership abilities required.
The predicted salary is between 29376 - 34729 £ per year.
Salary: £29,376.00 - £34,729.00 per annum
Location: Clifton, Nottingham
Hours: 35 hours per week
Closing Date: 12/01/2026 23:59
Lead the Team Behind the Headset – Become a Customer Wellbeing Team Leader at NCHA. Ready to step into a role where your leadership genuinely changes lives? At Nottingham Community Housing Association (NCHA), our Customer Wellbeing Contact Centre is the heart of emotional support—24 hours a day, 365 days a year. Now, we’re looking for a Team Leader who can guide, inspire, and empower our Customer Wellbeing Agents as they support people through some of their toughest moments. If you’re passionate about mental health, crisis support, and creating a high‑performing, compassionate team—you’re exactly who we want to meet.
What You’ll Be Doing
- Lead, coach, and motivate your team to deliver exceptional emotional wellbeing support and assistive technology monitoring.
- Use call recordings, system data, and coaching tools to develop skills, improve quality, and enhance performance.
- Champion continuous improvement—challenging processes, identifying solutions, and shaping a better customer experience.
- Support service users directly when needed, helping to assess needs and create effective support plans.
- Ensure services meet contractual, statutory, and industry standards while staying true to NCHA’s values.
- Build your team’s understanding of business plans and performance so they can contribute confidently to shared goals.
- Manage rotas, staffing levels, recruitment, and retention to keep the service running smoothly.
- Resolve escalated customer or partner concerns with empathy and professionalism.
- Work closely with internal and external stakeholders to deliver a seamless, customer‑focused service.
- Promote a positive, inclusive culture that reflects NCHA’s CLEAR values every day.
Shift Patterns
You’ll work 35 hours across 4 days a week between 7am and 10pm from our modern, purpose‑built office in Clifton. We operate 7 days a week.
What You’ll Bring
- Experience in crisis support, mental health services, or a similar emotionally demanding environment.
- Strong leadership qualities—coaching, motivating, and developing others comes naturally to you.
- Excellent communication skills and the ability to stay calm under pressure.
- Confidence using IT systems and analysing information to guide performance.
- A proactive, solutions‑focused mindset.
- Mental Health First Aid (MHFA) qualification—or willingness to train.
- A full UK driving licence.
Why NCHA?
- Your leadership will make a real, measurable difference every single day.
- You’ll join a warm, supportive, and diverse team who genuinely care.
- You’ll receive ongoing coaching, development, and opportunities to grow.
- You’ll work in a modern, purpose‑built environment designed for wellbeing.
- You’ll be part of an organisation officially recognised as one of the UK’s Best Workplaces, Best Workplaces for Wellbeing™, and Best Workplaces for Women™ in 2024.
- 77% of our colleagues say NCHA is a great place to work—and we think you’ll feel the same.
The Company
We’re Nottingham Community Housing Association, known to many as NCHA. We’ve been around since 1973, and we’re more than just a housing association: we deliver care and support to people all over the East Midlands. Read our story to find out more about us.
Benefits
- Wellbeing plan.
- NCHA pension.
- Free DBS checks.
- £250 referral bonus.
- Generous annual leave.
- Free healthcare cash plan.
- Company social events.
- Enhanced maternity, paternity and adoption leave and pay.
- Free training and development.
- Access to cycle‑to‑work and discounted bus pass schemes.
Ready to lead with purpose? If you’re driven by compassion, motivated by people, and excited to help shape a service that truly matters—we’d love to hear from you. Apply now and bring your leadership to a role that changes lives.
Mental Health Helpline Team Leader in Clifton employer: Nottingham Community Housing Association
Nottingham Community Housing Association is an excellent employer, offering a friendly and inclusive workplace culture that values strong people skills and organization. Located in Clifton, employees benefit from a supportive environment that encourages personal growth and development, making it a rewarding place to work for those looking to make a meaningful impact in their community.
Contact Details:
Nottingham Community Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Mental Health Helpline Team Leader in Clifton
✨Tip Number 1
Get to know the company culture! Before your interview, check out NCHA's values and mission. This will help you align your answers with what they care about, showing that you're not just a fit for the role, but for the team too.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or handled a crisis. We want to hear how you inspired others and made a difference—this is your chance to shine!
✨Tip Number 3
Prepare questions for them! Show your interest by asking about their approach to mental health support or how they measure success in the Customer Wellbeing Team. It’s a great way to engage and demonstrate your passion.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the NCHA family and making a real impact.
We think you need these skills to ace Mental Health Helpline Team Leader in Clifton
Some tips for your application 🫡
Show Your Passion for Mental Health:When writing your application, let your passion for mental health and crisis support shine through. Share personal experiences or insights that demonstrate why this role matters to you and how you can make a difference.
Highlight Your Leadership Skills:Make sure to emphasise your leadership qualities in your application. Talk about times you've coached or motivated others, and how you’ve contributed to a positive team culture. We want to see how you can inspire our Customer Wellbeing Agents!
Be Specific About Your Experience:Use specific examples from your past roles to illustrate your experience in crisis support or similar environments. This helps us understand how your background aligns with the responsibilities of the Team Leader position.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this impactful role. We can’t wait to hear from you!
How to prepare for a job interview at Nottingham Community Housing Association
✨Know Your Stuff
Before the interview, dive deep into NCHA's mission and values. Understand their approach to mental health and crisis support. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in emotionally demanding situations. Highlight your coaching and motivational techniques, as well as any specific outcomes that demonstrate your impact on team performance.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and emotional intelligence. Think about past experiences where you resolved conflicts or supported someone in crisis, and be ready to discuss these in detail.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions prepared. Inquire about the team's current challenges or how NCHA measures success in their wellbeing services. This shows your proactive mindset and genuine interest in contributing to their goals.
