VIVID Homes has today (4th October) announced that it has embedded a team of mental health “champions” into its customer experience team to provide dedicated support to customers known to have mental health issues.
The four champions from VIVID’s customer experience team are said to have undergone mental health training and are taking calls directed to them when the customer may need more intensive support.
They are also on-hand when colleagues pick up any signs on the phone that suggest the customer would benefit from a conversation that can more closely understand their circumstances.
The team also make proactive calls to reach out and offer follow up calls to check that the customers have understood next actions or to follow up on advice given.
Naomi Saunders, Customer Experience Team Leader, who heads up VIVID’s mental health champions said: “Our experience suggests that the range of services based on wellbeing as well as traditional landlord services, means customers will often call us before they approach their GP.
“Our team is building an ongoing, sympathetic relationship with customers based on insight and understanding, recognising language and tone of voice signals revealed on the phone or email.
“Specialist training means we can also signpost customers to appropriate external professional support and ensure subject knowledge-sharing with our colleagues.”
VIVID currently employs 56 staff in its Customer Experience team. The four mental health awareness champions have been trained across areas a range of areas where mental health trauma is identified.
Jonathan Cowie, VIVID Chief Operating Officer added: “Most people in wider society will be affected by mental health at some point in their lives.
“Making sure we have dedicated front line support such as our Customer Experience mental health champions helps us build relationships with both customers and health service partners.”
Pictured: VIVID’s mental health champions (left to right) Jim Lillywhite-Bute, Laura Barfoot, Adrian Yates and Naomi Saunders.