Mental Health Helpline Team Leader
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Lead the Team Behind the Headset – Become a Customer Wellbeing Team Leader at NCHA
Ready to step into a role where your leadership genuinely changes lives? At Nottingham Community Housing Association (NCHA), our Customer Wellbeing Contact Centre is the heart of emotional support—24 hours a day, 365 days a year. Now, we’re looking for a Team Leader who can guide, inspire, and empower our Customer Wellbeing Agents as they support people through some of their toughest moments.
If you’re passionate about mental health, crisis support, and creating a high‑performing, compassionate team—you’re exactly who we want to meet.
What you’ll be doing
As a Team Leader, you’ll be the driving force behind a team of dedicated Customer Wellbeing Agents. You’ll:
- Lead, coach, and motivate your team to deliver exceptional emotional wellbeing support and assistive technology monitoring
- Use call recordings, system data, and coaching tools to develop skills, improve quality, and enhance performance
- Champion continuous improvement—challenging processes, identifying solutions, and shaping a better customer experience
- Support service users directly when needed, helping to assess needs and create effective support plans
- Ensure services meet contractual, statutory, and industry standards while staying true to NCHA’s values
- Build your team’s understanding of business plans and performance so they can contribute confidently to shared goals
- Manage rotas, staffing levels, recruitment, and retention to keep the service running smoothly
- Resolve escalated customer or partner concerns with empathy and professionalism
- Work closely with internal and external stakeholders to deliver a seamless, customer‑focused service
- Promote a positive, inclusive culture that reflects NCHA’s CLEAR values every day
This is a role where your leadership will directly shape the wellbeing of both customers and colleagues.
Shift Patterns
You’ll work 35 hours across 4 days a week between 7am and 10pm from our modern, purpose‑built office in Clifton. We operate 7 days a week.
What you’ll bring
- Experience in crisis support, mental health services, or a similar emotionally demanding environment
- Strong leadership qualities—coaching, motivating, and developing others comes naturally to you
- Excellent communication skills and the ability to stay calm under pressure
- Confidence using IT systems and analysing information to guide performance
- A proactive, solutions‑focused mindset
- Mental Health First Aid (MHFA) qualification—or willingness to train
- A full UK driving licence
Why NCHA?
- Your leadership will make a real, measurable difference every single day
- You’ll join a warm, supportive, and diverse team who genuinely care
- You’ll receive ongoing coaching, development, and opportunities to grow
- You’ll work in a modern, purpose‑built environment designed for wellbeing
- You’ll be part of an organisation officially recognised as one of the UK’s Best Workplaces, Best Workplaces for Wellbeing™, and Best Workplaces for Women™ in 2024
77% of our colleagues say NCHA is a great place to work—and we think you’ll feel the same.
Ready to lead with purpose?
If you’re driven by compassion, motivated by people, and excited to help shape a service that truly matters—we’d love to hear from you.
Apply now and bring your leadership to a role that changes lives.
Please note: we are not currently offering visa sponsorship
The Company
We’re Nottingham Community Housing Association, known to many as NCHA. We’ve been around since 1973, and we're really proud of that. We're more than just a housing association: we deliver care and support to people all over the East Midlands. Read our story to find out more about us.
Some Benefits
Wellbeing
plan
NCHA
pension
Free DBS
checks
£250 referral bonus
Documents
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