Customer Wellbeing Call Agent

Description

Our Community Housing Association clients in Nottinghamshire are seeking a Customer Wellbeing Call Agent and Mental Health Call Handlers to join temporarily to support our current high volume of calls and take calls via the 111 Mental Health service from service users in moments of crisis, providing emotional support, signposting to relevant services and identifying opportunities to improve the safeguarding of users who access the service. This is a 24/7 365 days a year service, which means shift patterns include the following: Early 6 am to 2 pm. Late 2 pm to 10 pm. Night: 10 pm to 6 am.

Your key responsibilities will include:

Work collaboratively with colleagues across all business areas, supporting in the provision of their services (e.g. Business Continuity). Deal with contact from service users experiencing moments of crisis, providing emotional support and signposting services, and identifying opportunities to improve the safeguarding of users who access our services

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• NVQ level or demonstrate experience in a similar role
• Driving Licence
• Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

At the Shortlisting Stage, we will evaluate candidates based on the following qualifications and Experience Requirements. These criteria are essential for the successful execution of the Senior Practitioner role.

• Working knowledge of and demonstrable experience of working on Wellbeing Helplines.
• Have experience working in a fast-paced contact centre environment with demanding priorities, ideally on wellbeing/mental health helplines or similar (e.g. Samaritans, EMAS, 111)
• Have experience with, or at very least, no barriers to working all shift times.
• Have a solid awareness of Mental Health issues.
• Have Excellent communication, organisational and administrative skills.
• Demonstrable experience of identifying opportunities to improve service user safeguarding and reporting outcomes for service delivery.
• Ideally, have experience using strong conflict-resolution skills to de-escalate issues.
• Understanding and empathetic with their telephone manner and approach.
• Demonstrable numeracy and literacy skills.
• Understanding of the needs of people from diverse social/cultural/racial backgrounds.
• Demonstrable IT skills and knowledge.
• Self-aware and willing to learn, equally support the team around them, and share knowledge.
• Hold a valid driving licence and be able to drive company vehicles.
• There are opportunities for the role to progress temp to perm for the right people, in which case a full driving license and access to a vehicle would be required at the point of transfer.

Essential Compliance Requirements

• 5 years referencing & all gaps in CV accounted for
• Enhanced DBS check
• A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading public sector provider, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.