Customer Wellbeing Manager

The Customer Wellbeing service delivers essential, time‑critical support through a range of 24‑hour services operating every day of the year. The service provides timely, compassionate and appropriate responses to people who need support, whether that is urgent, preventative or crisis led. 

A core part of the service is the NHS 111 Mental Health Crisis Helplines, which provides 24/7 support to individuals experiencing mental health crisis. The helpline works closely with NHS partners to assess need, manage risk and ensure safe, effective onward support. 

Alongside NHS 111, the Customer Wellbeing service also delivers other wellbeing and helpline provision, responding to emotional wellbeing needs, emergency repairs and urgent queries, as well as providing proactive wellbeing support such as scheduled calls, medication reminders and technology‑enabled monitoring. 

About the role 

We are seeking an experienced Customer Wellbeing Manager to provide leadership and operational oversight of the Customer Wellbeing service, with primary responsibility for the delivery, quality and governance of the NHS 111 Mental Health Crisis Helplines. 

Due to the nature of the NHS 111 Mental Health Crisis Helplines, this is a CQC‑regulated role. The postholder will be required to act as the CQC Registered Manager for relevant regulated services and will be accountable for compliance with CQC regulations, standards and inspection frameworks. 

This is a pivotal leadership role in a 24/7, time‑critical and emotionally sensitive environment, ensuring services are safe, effective, person‑centred and well governed. You will play a key role in maintaining high standards of care, strong safeguarding practice and continuous service improvement, while contributing to service development in line with organisational and commissioning priorities. 

Key responsibilities 

Provide overall leadership and operational management of the Customer Wellbeing service, with a strong focus on the NHS 111 Mental Health Crisis Helplines 

Fulfil the role of CQC Registered Manager for relevant regulated services, ensuring ongoing compliance with CQC requirements and inspection readiness 

Ensure NHS 111 services are delivered safely and effectively, in line with NHS contractual requirements, clinical governance arrangements and safeguarding legislation 

Hold accountability for service quality, risk management, safeguarding and performance across a 24/7 operational environment 

Act as a senior point of escalation for serious incidents and complex situations, providing calm, effective decision‑making and risk mitigation 

Maintain robust governance, quality assurance and audit frameworks, ensuring learning from incidents, complaints, safeguarding concerns and feedback drives improvement 

Lead, support and develop managers and teams, promoting consistent practice, clear expectations and high standards of care 

Monitor service performance, quality indicators and outcomes, using data and insight to inform decisions and improvement activity 

Build and maintain effective working relationships with NHS providers, commissioners, internal stakeholder and other partners to ensure integrated and responsive services 

Contribute to service development, transformation and future growth opportunities across Customer Wellbeing and helpline provision 

Working pattern 

The role is primarily Monday to Friday, 9am – 5pm. 

Because of the 24/7 nature of the NHS 111 Mental Health Crisis Helpline and the responsibilities of a Registered Manager, flexibility is required at times to support service continuity, manage incidents or respond to urgent or crisis situations outside normal working hours. 

About you 

We are looking for a strong, supportive leader with an excellent understanding of care and support needs and safeguarding. You will be committed to creating an environment where staff feel valued, listened to and supported to deliver their best work in demanding and high pressure settings. 

You will understand the complexity of supporting people with varied and often urgent care, wellbeing and crisis needs, and the importance of robust safeguarding practice in everything the service delivers. You will bring the confidence to lead regulated, time‑critical services while maintaining a clear focus on staff wellbeing, development and retention. 

You will also be confident in managing complex internal and external stakeholder relationships, including NHS partners, commissioners and regulatory bodies, and able to represent the service with assurance and professionalism. 

Essential: 

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  Significant management experience within mental health, wellbeing, crisis‑response or care services 

  
  

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  Strong understanding of CQC regulations, safeguarding legislation, quality assurance and governance frameworks 

  
  

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  Experience managing services operating in a 24/7 or time‑critical environment 

  
  

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  Proven ability to provide calm, effective leadership in complex and emotionally sensitive situations 

  
  

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  Strong communication and stakeholder‑management skills, including experience working with NHS organisations 

  
  

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  Ability to balance regulatory, contractual and operational demands with compassionate, person‑centred outcomes 

  
  

Additional requirement: 

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  Willingness and eligibility to act as a CQC Registered Manager, meeting all registration and ongoing regulatory requirements 

  
  

Desirable: 

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  Experience managing in a contact call centre environment 

  
  

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  Experience working with NHS 111 or mental health crisis helpline services 

  
  

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  Knowledge of commissioning & contract management 

  
  

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  Experience of service transformation or quality improvement 

  
  

Why join NCHA? 

Work within a values‑driven organisation focused on wellbeing, independence and quality 

Opportunity to influence the development and delivery of a complex 24/7 service 

Supportive leadership culture with access to learning and professional development 

Employment with an organisation recognised as one of the UK’s Best Workplaces 

Apply now 

If you are an experienced service leader with a strong commitment to quality, governance and compassionate leadership, we would welcome your application. 

Apply now to play a key role in delivering safe, effective and responsive support through the NHS 111 Mental Health Crisis Helpline and wider Customer Wellbeing services. 

Please note: we are not currently offering visa sponsorship.