Call handler - Mental Health Helpline Advisor We are looking for caring and resilient people to join the 111 Mental Health Service, supporting callers who are experiencing emotional distress or crisis. You will provide a calm and understanding presence, helping people access the right support when they need it most. Key Responsibilities: Answer incoming calls from people in crisis, offering emotional support and guidance. Assess risk and take appropriate action to ensure caller safety and wellbeing. Signpost callers to suitable mental health, social care, or emergency services. Use clear and professional communication to de-escalate challenging situations. Record information accurately and follow safeguarding procedures. Work as part of a supportive, multi-disciplinary team to deliver high-quality service. What We're Looking For: Experience working in a fast-paced contact centre, helpline, or similar environment (ideally in mental health, wellbeing, or social care). Strong communication and listening skills, with a calm and empathetic telephone manner. Good organisational and administrative abilities, with attention to detail. An understanding of mental health issues and the challenges faced by people in distress. Ability and willingness to work across all shift patterns (early, late, and night). A self-aware, reliable, and supportive team player. Experience in conflict resolution or crisis de-escalation is desirable. Additional Information: This is a 24/7 service with rotating shift patterns. The role requires an Enhanced DBS check. There may be opportunities to move into a permanent position. A full UK driving licence and access to a vehicle will be required if the role becomes permanent.