Customer Experience Agent - Customer Wellbeing

Join NCHA as a Wellbeing Advisor Be the Voice of Support

At Nottingham Community Housing Association (NCHA) we are passionate about making a positive impact in the lives of vulnerable individuals. Our 24/7 Customer Experience Centre provides vital support services and we are looking for compassionate resilient and dedicated Wellbeing Advisors to join our team.

If you have a passion for mental health crisis support and providing reassurance to those in need this could be the perfect role for you.

About the Role:

As a Wellbeing Advisor you will be the first point of contact for individuals experiencing moments of crisis delivering high-quality emotional support and ensuring that those in need receive the right assistance. Whether responding to alarms triggered by Assistive Technology or offering guidance on our wellbeing helplines you will make a real difference every day.

The role is 35 hours worked over 4 days a week at our new purpose-built office in Clifton with the following shift patterns:

6am to 3:15pm

1:15pm to 10:30pm

9pm to 6am

Key Responsibilities:

• Provide emotional support to service users in distress ensuring their safety and wellbeing through active listening and de-escalation techniques.
• Respond promptly to Assistive Technology alarms liaising with emergency services where necessary.
• Signpost individuals to appropriate mental health and safeguarding services ensuring they receive the best possible care.
• Maintain accurate records and ensure all administrative tasks are completed efficiently.
• Work collaboratively with colleagues across NCHA supporting in the provision of their services.
• Engage in regular training coaching and development to enhance your ability to support service users.
• Identify opportunities for service improvements to enhance user experience and outcomes.

What Were Looking For:

• Experience working on Wellbeing Helplines with an understanding of crisis management and safeguarding.
• A strong awareness of mental health issues and a passion for supporting vulnerable individuals.
• Mental Health First Aid (MHFA) qualification or willingness to achieve this.
• Proven ability to de-escalate difficult situations using strong conflict resolution skills.
• Experience working in a fast-paced contact centre environment with demanding priorities.
• Excellent communication organisational and problem-solving skills.
• Strong IT literacy with experience using contact centre or case management systems.
• A commitment to diversity inclusion and NCHAs CLEAR values.
• Full UK driving licence and the ability to drive company vehicles.

Why Join NCHA

• Make a real difference by supporting individuals in moments of crisis.
• Join a caring and supportive team where your wellbeing matters.
• Benefit from ongoing training coaching and career development.
• Work for a values-driven organisation committed to social impact.
• Competitive salary shift allowances and comprehensive benefits package.

Did you know NCHA was officially ranked as one of the UKs best places to work This year we officially rankedas the41st UKs Best Workplace by Great Place to Work UK. Take a look at ourworking lifebenefits andvalues to see why 77% of our colleagues say it is a great place to work.

If youre looking for a rewarding career where your voice can bring comfort and support to those who need it most wed love to hear from you.

Apply today and help us change lives!

INDLOW

Were Nottingham Community Housing Association known to many as NCHA. Weve been around since 1973 and were really proud of that. Were more than just a housing association: we deliver care and support to people all over the East Midlands. Readour storyto find out more about us.