Customer Wellbeing Manager

The Customer Wellbeing service delivers essential, time‑critical support through a range of 24‑hour services operating every day of the year. The service provides timely, compassionate and appropriate responses to people who need support, whether that is urgent, preventative or crisis led.

A core part of the service is the NHS 111 Mental Health Crisis Helplines, which provides 24/7 support to individuals experiencing mental health crisis. The helpline works closely with NHS partners to assess need, manage risk and ensure safe, effective onward support.

Alongside NHS 111, the Customer Wellbeing service also delivers other wellbeing and helpline provision, responding to emotional wellbeing needs, emergency repairs and urgent queries, as well as providing proactive wellbeing support such as scheduled calls, medication reminders and technology‑enabled monitoring.

About the role

We are seeking an experienced Customer Wellbeing Manager to provide leadership and operational oversight of the Customer Wellbeing service, with primary responsibility for the delivery, quality and governance of the NHS 111 Mental Health Crisis Helplines.

Due to the nature of the NHS 111 Mental Health Crisis Helplines, this is a CQC‑regulated role. The postholder will be required to act as the CQC Registered Manager for relevant regulated services and will be accountable for compliance with CQC regulations, standards and inspection frameworks.

This is a pivotal leadership role in a 24/7, time‑critical and emotionally sensitive environment, ensuring services are safe, effective, person‑centred and well governed. You will play a key role in maintaining high standards of care, strong safeguarding practice and continuous service improvement, while contributing to service development in line with organisational and commissioning priorities.

Key responsibilities

Provide overall leadership and operational management of the Customer Wellbeing service, with a strong focus on the NHS 111 Mental Health Crisis Helplines

Fulfil the role of CQC Registered Manager for relevant regulated services, ensuring ongoing compliance with CQC requirements and inspection readiness

Ensure NHS 111 services are delivered safely and effectively, in line with NHS contractual requirements, clinical governance arrangements and safeguarding legislation

Hold accountability for service quality, risk management, safeguarding and performance across a 24/7 operational environment

Act as a senior point of escalation for serious incidents and complex situations, providing calm, effective decision‑making and risk mitigation

Maintain robust governance, quality assurance and audit frameworks, ensuring learning from incidents, complaints, safeguarding concerns and feedback drives improvement

Lead, support and develop managers and teams, promoting consistent practice, clear expectations and high standards of care

Monitor service performance, quality indicators and outcomes, using data and insight to inform decisions and improvement activity

Build and maintain effective working relationships with NHS providers, commissioners, internal stakeholder and other partners to ensure integrated and responsive services

Contribute to service development, transformation and future growth opportunities across Customer Wellbeing and helpline provision

Working pattern

The role is primarily Monday to Friday, 9.00am – 5.00pm.

Because of the 24/7 nature of the NHS 111 Mental Health Crisis Helpline and the responsibilities of a Registered Manager, flexibility is required at times to support service continuity, manage incidents or respond to urgent or crisis situations outside normal working hours.

About you

We are looking for a strong, supportive leader with an excellent understanding of care and support needs and safeguarding. You will be committed to creating an environment where staff feel valued, listened to and supported to deliver their best work in demanding and high pressure settings.

You will understand the complexity of supporting people with varied and often urgent care, wellbeing and crisis needs, and the importance of robust safeguarding practice in everything the service delivers. You will bring the confidence to lead regulated, time‑critical services while maintaining a clear focus on staff wellbeing, development and retention.

You will also be confident in managing complex internal and external stakeholder relationships, including NHS partners, commissioners and regulatory bodies, and able to represent the service with assurance and professionalism.

Essential:

Significant management experience within mental health, wellbeing, crisis‑response or care services

Strong understanding of CQC regulations, safeguarding legislation, quality assurance and governance frameworks

Experience managing services operating in a 24/7 or time‑critical environment

Proven ability to provide calm, effective leadership in complex and emotionally sensitive situations

Strong communication and stakeholder‑management skills, including experience working with NHS organisations

Ability to balance regulatory, contractual and operational demands with compassionate, person‑centred outcomes

Additional requirement:

Willingness and eligibility to act as a CQC Registered Manager, meeting all registration and ongoing regulatory requirements

Desirable:

Experience managing in a contact call centre environment

Experience working with NHS 111 or mental health crisis helpline services

Knowledge of commissioning & contract management

Experience of service transformation or quality improvement

Why join NCHA?

Work within a values‑driven organisation focused on wellbeing, independence and quality

Opportunity to influence the development and delivery of a complex 24/7 service

Supportive leadership culture with access to learning and professional development

Employment with an organisation recognised as one of the UK’s Best Workplaces

Apply now

If you are an experienced service leader with a strong commitment to quality, governance and compassionate leadership, we would welcome your application.

Apply now to play a key role in delivering safe, effective and responsive support through the NHS 111 Mental Health Crisis Helpline and wider Customer Wellbeing services.

Please note: we are not currently offering visa sponsorship.