Customer Wellbeing Agent

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., 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

For a more detailed overview of the role, please take a look at the attached role profile.

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.

GDPR

As defined by the General Data Protection Regulation (GDPR) Nottingham Community Housing Association Ltd is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide. The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.

Data Collection

We collect information that is specifically provided by you as part of an application process. We will collect the following (but not limited to):

• Name, address, email, telephone number
• CV (if applicable)
• Equal opportunities monitoring information (defined as special categories data) - this information is purely for statistical analysis and monitoring purposes
• Exception In senior roles where women and BME groups are currently under represented, ethnicity information will be accessible by HR only to increase in diversity. This information will not be viewed by the selection panel. If you are appointed, it will be retained on our system as part of the employment relationship.
• Answers to application questions
• Any other information you wish to provide in support of your application

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.

Requirements

• 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.

Benefits

• 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

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.

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.

We’re Nottingham Community Housing Association, known to many as NCHA. We've been around since 1973, and we're really proud of that. 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.

If you are not satisfied by our actions, you can seek recourse through our internal complaints procedure. If you remain dissatisfied, you have the right to refer the matter to the Information Commissioner (www.ico.org.uk) or seek recourse through the courts.