Customer Experience Agent - Customer Wellbeing
Location
Nottinghamshire, England, United Kingdom
Posted At
6/18/2025
Advertise with us by contacting: [email protected]
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Description
Salary: £26,950 - £30,855 per annum
Location: Clifton, Nottingham
Hours: 35
Closing Date: 01/07/2025 23:59
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in 13 days at 23:59 BST.
The Vacancy
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.
Role
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
If you’re looking for a rewarding career where your voice can bring comfort and support to those who need it most, we’d love to hear from you.
Apply today and help us change lives!
The Company
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.
Some 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
Documents
Helping Our Customers - DownloadEquality Diversity and Inclusion Strategy - DownloadRole Profile - Download
Location: Clifton, Nottingham
Hours: 35
Closing Date: 01/07/2025 23:59
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in 13 days at 23:59 BST.
The Vacancy
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.
Role
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.
- 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 NCHA’s CLEAR values.
- Full UK driving licence and the ability to drive company vehicles.
- 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.
If you’re looking for a rewarding career where your voice can bring comfort and support to those who need it most, we’d love to hear from you.
Apply today and help us change lives!
The Company
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.
Some 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
Documents
Helping Our Customers - DownloadEquality Diversity and Inclusion Strategy - DownloadRole Profile - Download
Advertise with us by contacting: [email protected]
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