Hiring Now: Mental Health Helpline Team Leader Near You – Apply Today!

Your Next Mental Health Helpline Team Leader Job Starts Here – Apply Now!

Mental Health Helpline Team Leader

Job Posted: 11 days ago

Salary: £ 30,405 - 35,944 / Annum
Job Type: Permanent
Location: Nottingham, Nottinghamshire

Expire in: 17 days

Job Description

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

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Mental Health Helpline Team Leader job near me in Nottingham, Nottinghamshire! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!