111 Mental Health Call Handler
SKILLS
FULL DESCRIPTION
111 Mental Health Call Handler
[Employer hidden — sign up to reveal] is seeking a 111 Call Handler to join their team in Clifton. This role involves answering calls from people in emotional distress, responding to alarms, and providing mental health support. Salary: £27,893 - £31,934 per year. Full-time, 35 hours per week across 4 days with shifts including early, late, and night. Closing date: 24/05/2026.
The Vacancy
Be the Hero Behind the Headset – Join [Employer hidden — sign up to reveal] as a 111 Call Handler!
Looking for a job that actually makes a difference? At [Employer hidden — sign up to reveal], we’re on the front line of emotional support—24/7. As a 111 Call Handler, you'll be the calm, steady voice for people facing real challenges. If you're a natural helper with a heart for mental health, crisis care, and supporting others—you’ve just found your perfect role.
For advertising purposes this role is known as 111 Call Handler, but in-house the role is Customer Experience Agent – Customer Wellbeing
What you will be doing:
- Answer incoming calls from people in emotional distress—be their lifeline, their listener, their steady hand
- Respond to Assistive Technology alarms—ensuring safety, comfort, and rapid response
- Installation of Assistive Technology equipment in customer homes (Training will be provided)
- Respond to emergency maintenance calls – ensuring customer safety
- Respond to Care and Support staff absence line
- Guide people to the right mental health and safeguarding services
- Keep things running smoothly with accurate notes and smart solutions
- Work in a supportive team that lifts you up, every step of the way
Shift Patterns:
You’ll work 35 hours across 4 days per week from our new purpose-built office in Clifton. We work on a rota basis so shift patterns include:
• Early: 6:00am – 3:15pm
• Late: 1:15pm – 10:30pm
• Night: 9:00pm – 6:00am
What you will bring:
- Experience on a crisis helpline, in mental health support, or similar roles - DESIRABLE
- A calm head, a warm heart, and excellent communication skills - DESIRABLE
- Confidence in using IT systems and juggling tasks under pressure - DESIRABLE
- A real drive to support others and help turn tough moments around - DESIRABLE
- Mental Health First Aid (MHFA) qualified (or ready to train up!) - DESIRABLE
- Full UK driving license and access to a vehicle is required unless a disability precludes this - ESSENTIAL
The Company
We’re [Employer hidden — sign up to reveal], known to many as [Employer hidden — sign up to reveal]. 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
- [Employer hidden — sign up to reveal] pension
- Free DBS checks
- £250 referral bonus
- Generous annual leave
- Free healthcare cash plan
- Company social events
- Enhanced maternity, paternity and adoption leave and pay
- Free training and development
- Access to cycle to work and discounted bus pass schemes
Note: We are not currently offering visa sponsorship.
Please apply via the online form on the [Employer hidden — sign up to reveal] careers site. Email: [Employer hidden — sign up to reveal] | Tel: [contact hidden] | Website: https://www.ncha.org.uk