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. 

Mind's Supporter Care Team play a vital role in ensuring that we deliver an outstanding customer service to supporters and the general public, guaranteeing an excellent experience with Mind,  leaving our supporters feeling valued and committed to our cause.

You will work closely with the team manager as well as two other Senior Officers, and 6 Co-rdinators. You will directly line manage 3 Co-ordinators, ensuring work is completed within SLAs, supporting with coaching and ensuring high quality standards are achieved by working with individuals to develop and improve whilst always keeping supporters at the heart of what we do. 

Engagement and communication is key to this role and will require someone who has significant line management experience and who is above all else,  compassionate, resilient and who thrives in a busy, customer facing environment.

This role requires a Disclosure and Barring Service (DBS) check.

The post holder will:

• Line manage 3 Co-ordinators and support the whole team to ensure timely, high quality communications with supporters and the general public.
•  Monitor quality and provide structured feedback on performance,  creating bespoke development plans with team members.
•  Support the management team with complaint handling and resolution, responding to complex emails and acting as an escalation point for Safeguarding concerns identified during team interactions (it is essential the post holder has Safeguarding experience) 
• Create process notes, ensuring the team are briefed on upcoming activities and that templates and FAQs are up to date.
• Lead on and participate in team wide projects to utilise AI and other technology to improve supporter experiences
•  Act as first line of support for the team on a day to day basis to resolve real time queries
• Foster strong relationships with the fundraising teams we work closely with, helping ensure events and activities are successful and engagement opportunities maximised. 

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.