Customer Wellbeing Agent

Location: NG11
Contract Type: Temp to Perm
Hours: 35 hours per week on a rotating shift pattern (including evenings, nights, weekends, and bank holidays)

Purpose of the Role

As a Customer Wellbeing Agent, you will work within a 24/7 Customer Experience Centre, providing essential contact centre support services. Your primary responsibility will be handling Mental Health calls, supporting individuals who may be in crisis or experiencing mental health challenges.

This role requires a compassionate, professional, and resilient individual who can remain calm under pressure while delivering high-quality support to service users.

Key Responsibilities

• Respond to Mental Health calls and provide timely, compassionate support to service users in crisis.
• Offer assistance to individuals experiencing mental health challenges, ensuring they receive appropriate care, guidance, or direction.
• Work effectively within a fast-paced and high-pressure environment.
• Manage challenging situations with empathy, professionalism, and sensitivity.
• Adhere to established call-handling procedures and protocols.
• Maintain accurate and detailed records of all customer interactions.

About You

• Excellent communication and listening skills.
• Ability to remain calm and professional in difficult situations.
• Strong empathy and a genuine desire to support others.
• Comfortable working within a 24/7 shift environment.
• Ability to accurately document information and follow procedures.

Pay Rates

• Base Rate: £14.81 per hour
• Night Shift Rate (10:00pm – 7:00am): £17.03 per hour
• Holiday Rate (Christmas Day & New Year's Day): £29.62 per hour (Double Time)

Shift Patterns

• Early Shift: 6:00am – 3:15pm
• Late Shift: 1:15pm – 10:30pm
• Night Shift: 9:00pm – 6:00am

If this role is of interest to you, please get in touch to discuss the opportunity further!