About this role
Mental Health Helpline Team Leader
Nottingham, Clifton
£30,405 - £35,944 per annum
At NCHA, we’re passionate about making a positive difference in people’s lives. Our Customer Wellbeing Service provides emotional support and assistive technology monitoring 24 hours a day, 365 days a year, helping people remain safe, independent and connected.
We’re looking for an experienced and compassionate Team Leader to join our dedicated Customer Wellbeing team and help deliver a high-quality service that supports some of our most vulnerable customers.
Role overview
As a Customer Wellbeing Team Leader, you’ll lead and support a team of Customer Wellbeing Agents, ensuring the delivery of a responsive, customer-focused service. You'll play a key role in developing colleagues, maintaining service standards and driving continuous improvement, while helping to create a positive and supportive working environment.
Key responsibilities
As Customer Wellbeing Team Leader, you will:
Lead, coach and support Customer Wellbeing Agents to deliver high-quality emotional wellbeing support and assistive technology monitoring servicesUse call recordings, performance data and coaching tools to develop individual and team performanceIdentify opportunities for service improvement and support the implementation of new processes and ways of workingProvide direct support to customers where required, including contributing to assessments and support planningEnsure service delivery meets contractual, regulatory and organisational requirementsSupport colleagues' understanding of service objectives and performance targetsAssist with rota planning, staffing levels, recruitment and retention activitiesManage escalated customer and stakeholder enquiries professionally and effectivelyBuild positive relationships with internal teams and external partnersPromote an inclusive, supportive culture that reflects NCHA's CLEAR values
Working pattern
This role is based at our purpose-built office in Clifton and works 35 hours per week across four days. Shifts are scheduled between 7am and 10pm, seven days a week, and full flexibility is required to meet the needs of the service.
Ideal candidate
We're looking for someone with previous experience in a crisis support, mental health or similarly demanding customer-focused environment.
You'll be a confident and approachable leader who can motivate and develop others, communicate effectively and remain calm under pressure. You'll also be comfortable using IT systems and analysing information to support decision-making and service performance.
The successful candidate will have:
Experience of working within mental health, wellbeing, crisis support or a related serviceExperience of supervising, coaching or leading a teamStrong communication and interpersonal skillsGood IT skills and the ability to interpret performance informationA proactive, solutions-focused approachA Mental Health First Aid qualification, or willingness to undertake trainingA full UK driving licence
Why join us?
This is an opportunity to lead a team that makes a genuine difference to people's lives every day. You'll join a supportive and passionate service where colleague wellbeing and development are a priority.
If you're ready to lead with compassion and help shape a service that genuinely changes lives, we'd love to hear from you.
NCHA strives to be a welcoming and inclusive employer. We particularly welcome applications from people from ethnic minority communities, LGBTQ+ communities and women, who are currently under-represented within our workforce.
Please note that we are not currently able to offer visa sponsorship for this role