Mental Health Helpline Team Leader

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 services
• Use call recordings, performance data and coaching tools to develop individual and team performance
• Identify opportunities for service improvement and support the implementation of new processes and ways of working
• Provide direct support to customers where required, including contributing to assessments and support planning
• Ensure service delivery meets contractual, regulatory and organisational requirements
• Support colleagues' understanding of service objectives and performance targets
• Assist with rota planning, staffing levels, recruitment and retention activities
• Manage escalated customer and stakeholder enquiries professionally and effectively
• Build positive relationships with internal teams and external partners
• Promote 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 service
• Experience of supervising, coaching or leading a team
• Strong communication and interpersonal skills
• Good IT skills and the ability to interpret performance information
• A proactive, solutions-focused approach
• A Mental Health First Aid qualification, or willingness to undertake training
• A 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