Job Description

Be the Hero Behind the Headset - Join NCHA as a 111 Call Handler!

Looking for a job that actually makes a difference? At Nottingham Community Housing Association (NCHA), we're on the front line of emotional support--24/7. As a Wellbeing Advisor, you'll be the calm, steady voice for people facing real challenges. If you're a natural helper with a heart for mental health, crisis care, and supporting others--you've just found your perfect role.

For advertising purposes this role is known as 111 Call Handler, but in-house the role is Customer Experience Agent

What you will be doing:

Answer incoming calls from people in distress--be their lifeline, their listener, their steady hand Respond to Assistive Technology alarms--ensuring safety, comfort, and rapid response Guide people to the right mental health and safeguarding services Keep things running smoothly with accurate notes and smart solutions Work in a supportive team that lifts you up, every step of the way

Shift Patterns

You'll work 35 hours across 4 days per week from our new purpose-built office in Clifton. Shift patterns include:

Early: 6:00am - 3:15pm Late: 1:15pm - 10:30pm Night: 9:00pm - 6:00am
Prefer part-time? No problem:

2 days (17.5 hrs) or 3 days (26.25 hrs) available!

What you will bring

Experience on a crisis helpline, in mental health support, or similar roles A calm head, a warm heart, and excellent communication skills Confidence in using IT systems and juggling tasks under pressure A real drive to support others and help turn tough moments around Mental Health First Aid (MHFA) qualified (or ready to train up!) A full UK driving licence - you'll need it for this role

Why NCHA?

You'll be making a real impact, every single shift Work in our modern, purpose-built Clifton office Join a brilliant, friendly, and diverse team who genuinely care Enjoy regular coaching, development, and loads of support Be part of an organisation that lives its values--and lives to help others

Ready to start something meaningful?

If you've got the heart, the energy, and the empathy to lift someone up when they need it most--we want to hear from you.

Apply now and bring your compassion to a role that truly matters.

Please note that we are not currently offering visa sponsorship.

Did you know NCHA was officially ranked as one of the UK's best places to work? This year, we officially ranked as the

41st UK's Best Workplace(TM) by Great Place to Work UK. Take a look at our working life, benefits, and values, to see why 77% of our colleagues say it is a great place to work.

Job Types: Full-time, Part-time, Permanent

Pay: 26,950.00-30,855.00 per year

Benefits:

Additional leave Bereavement leave Company events Company pension Cycle to work scheme Employee discount Free parking Gym membership Health & wellbeing programme On-site parking Paid volunteer time Referral programme Sick pay Store discount
Work Location: In person