Customer Wellbeing Call Agent

Job Description

Job Category: Social and Healthcare Unqualified
Location: Camberley Court, Nottingham Community Housing Association
Start Date: Immediate Start
Salary: £14.68

What does a Customer Wellbeing Call Agent do?

As a Customer Wellbeing Call Agent, you will help support vulnerable people to live independently, by providing a range of different services. You will monitor assistive technology solutions, which includes critical equipment such as falls detectors or smoke and door sensors. You will also need to provide a range of wellbeing checks; either face to face(full driving licence required) or over the phone including medication prompts, emotional support and reassurance, contacting next of kin and emergency services. In addition, you be required to help arrange maintenance repairs, provide a mental health helpline, monitor CCTV, support colleagues with safeguarding concerns. You will also be part of delivering a mental health helpline which takes around 6,000 calls per month.

“You have to think on your feet, and every day is different!” – quote from a current colleague

Sound like you?

We need a motivated, resilient individual who is patient and shows empathy to our callers. Someone who can work in a fast pace service, but can remain calm, professional and react effectively and efficiently to our most vulnerable customers.

You will have experience of working in a customer facing team environment and experience of working in a telephone support service. You will also be educated to NVQ level 2 or equivalent in Telecare, Care, Housing, Customer Service, Business Administration, ITC), or be able to demonstrate relevant work experience.

Above all, you will be passionate about supporting vulnerable people and have NCHA’s core values at heart.

Working Hours:
This is a 24hr service so you will be required to work on rota basis on the below shift pattern:
• Early: 6am to 2pm
• Late: 2pm to 10 pm
• Night: 10pm to 6am

Now more than ever, we need people like you!

Job Purpose:
• Working in NCHA’s 24/7 Customer Experience Centre, you will deliver internal and external services that truly impact social value.
• Primarily delivering contact centre services to respond to alarms generated from Assistive Technology, you will also be the voice of our wellbeing helplines, which deliver support services to service users who are experiencing moments of crisis or mental health issues.

Knowledge:
• Working knowledge of and demonstrable experience of working on Wellbeing Helplines.
• Demonstrable awareness of Mental Health issues.

Skills and Experience:
• MHFA (Mental Health First Aid) qualified or willingness to achieve the qualification.
• Demonstrable experience of identifying opportunities to improve service user safeguarding and reporting outcomes for service delivery.
• Demonstrable experience of working in a fast-paced contact centre environment with demanding priorities.
• Demonstrable numeracy and literacy skills.
• Demonstrable excellent communication, organisational and administrative skills.
• Demonstrable IT skills and knowledge.
• Effective problem solving skills.
• Demonstrable experience of using strong conflict resolution skills to de-escalate issues.

Personal Qualities, Values and Behaviour:
• Understanding of the needs of people from diverse social/cultural/racial backgrounds.
• Commitment and ability to model NCHA’s CLEAR values and purpose.
• Is self-aware and willing to develop.
• Willing to challenge the status quo to do the right thing for the customer with resolution and adding value in everything that you do.

Other Requirements:
• Hold a valid driving licence and be able to drive company vehicles.