Do you thrive in a challenging but cause led environment where your work truly makes a difference? Are you passionate about mental health and proud to champion the supporters who make it all possible? Join Mind as a Senior Supporter Care Officer

We have big goals over the next few years.

We're going to be fighting for mental health in a way we never have before.

Together we'll be working to make sure everyone experiencing a mental health problem gets the support and respect they deserve.

Will you join us?

We are recruiting for a Senior Supporter Care Officer to join our team at Mind on a fixed term basis as we implement innovative new ways of working and strive to achieve the highest quality standards, alongside managing the day-to-day work at our busiest time of the year.  

Mind's supporter care team team play a vital role in ensuring that we deliver an outstan-ding customer service to supporters and the general public guaranteeing that their experience of Mind is second to none, leaving our supporters feeling valued and committed to ongoing support.  

You will work closely with the team manager as well as two other Senior Officers, an Officer and 5 Co-ordinators, with a focus on managing complaints, handling Safeguarding concerns and dealing with compliance related queries. You will also support with team coaching and ensuring high quality standards, working with individuals to develop in specific areas as required, and always keeping supporters at the heart of what we do.  

Engagement and communication is key to this role and we need someone who is relatable, compassionate and who thrives in varied and demanding role. 

The post holder will:

• Lead on management, resolution and reporting of complaints in line with agreed procedures and policies.  

• Ensure complaints received are responded to within SLA, obtaining required information from other teams or forwarding complaints as appropriate, including liaising closely with our Network Relations Team to triage complaints related to Local Minds.  

• Responsible for logging of complaints received onto CRM and ensure learning from complaints and customer feedback is logged, reported back to appropriate team and acted upon, to ensure continuous improvement and greater customer satisfaction.    

• Alongside other team managers, acting as an escalation point for Safeguarding concerns identified within the team which will include working closely with our Safeguarding team and speaking to people who may be in crisis.   

• Take the lead on managing/triaging compliance related queries received by the team including subject access, deletion and other data related requests and fraudulent fundraising reports  

• To support the other Senior Officers with quality assurance exercises, ensuring the supporter care delivered by the team is to the high standard expected, and working with them to suggest improvements and team training as needed  

• To provide coaching to team members who require support in particular areas, ensuring they feel supported to reach the required improvement/standard  

• Champion high quality customer care, monitoring and reviewing written and verbal   
  communications with supporters to ensure continuous improvement and high   
  standards. Including implementing innovative ways to retain, engage and excite Mind supporters  

• To support the Officer with inbox management as required, ensuring emails are categorized and assigned fairly, following SLAs and prioritization processes.   

•  To support in the testing and implementation of AI technology within Supporter Care platforms ensuring impact on supporters is minimized and the team are fully supported.   

•  To be the Supporter Care representative at Risk response meetings, sharing any cases within the team that may present a risk, and feeding back any other risk identified across the organization that may impact on Supporter Care  

• Deputize for the team managers, assuming responsibility for the team in their   
  absence, including interim line management, managing rotas and responding to escalated queries.  

 
    
These responsibilities reflect the current scope of duties and responsibilities of the role.   The post holder may be asked, and is expected, to undertake any other duties   
commensurate to the grade of the post. As duties and responsibilities change and   
develop, this job description will be reviewed and may be subject to amendment.   

Expectations 

• To attend and contribute to supervision and appraisal process, meetings, training, and other events as required 

• To comply with team objectives, policies, procedures and service level agreements 

• To comply at all times with legal and industry guidelines (as directed), such as the Data Protection Act (GDPR), Fundraising Regulator (FR), Institute of Fundraising (IoF) codes of practice, data management Gift Aid and all other requirements of an active fundraising charity 

• To undertake other duties, particularly within the Income & Operations branch of the team, that may be necessary 

• To ensure that all responsibilities and activities within this post are in accordance with the terms and spirit of Mind's mission, vision, values, objectives, policies, procedures and practices. 

• To travel to meetings in England and Wales, which may require the need to work unsociable hours g. attending evening or weekend meetings or for overnight stay. 

Mind is committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please refer to the Job Description while completing your application as candidates will be shortlisted based on how closely they match the criteria in the personal specification.