Salary: £27,893 - £31,934
Location: Clifton
Hours: 35
Closing Date: 24/05/2026 23:59
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in a month at 23:59 BST.
The Vacancy
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 111 Call Handler, 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 – Customer Wellbeing
What You Will Be Doing
* Answer incoming calls from people in emotional distress—be their lifeline, their listener, their steady hand
* Respond to Assistive Technology alarms—ensuring safety, comfort, and rapid response
* Installation of Assistive Technology equipment in customer homes (Training will be provided)
* Respond to emergency maintenance calls – ensuring customer safety
* Respond to Care and Support staff absence line
* 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. We work on a rota basis so shift patterns include:
* Early: 6:00am – 3:15pm
* Late: 1:15pm – 10:30pm
* Night: 9:00pm – 6:00am
What You Will Bring
* Experience on a crisis helpline, in mental health support, or similar roles - DESIRABLE
* A calm head, a warm heart, and excellent communication skills - DESIRABLE
* Confidence in using IT systems and juggling tasks under pressure - DESIRABLE
* A real drive to support others and help turn tough moments around - DESIRABLE
* Mental Health First Aid (MHFA) qualified (or ready to train up!) - DESIRABLE
Full UK driving license and access to a vehicle is required unless a disability precludes this - ESSENTIAL
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 were officially ranked as such by Great Place to Work UK, as well as being classed as one of the Best Workplaces for Wellbeing™, and the Best Workplaces for Women™ of 2024. 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.
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