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