Get help now Make a donation

Application Deadline
01 December 2021

Interview Date
07 December 2021

Contract type
Fixed Term

Hours
35

Salary
£38,890 - £44,457

Location
London

Supporter Relations Manager - Supporter Care

About the role

We won’t give up until everyone experiencing a mental health problem gets both support and respect. We provide advice and support to empower anyone experiencing a mental health problem. We campaign to improve services, raise awareness and promote understanding.

Fixed Term Contract – until 30th April 2023

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 looking for a maternity cover for 16 months, to help us meet our goal of delivering an excellent supporter experience, every time. If you enjoy overseeing a large customer service team with ambitious goals, this is the role for you.

We have plans to become a ‘one stop shop,’ centralising customer service at Mind and resolving supporters needs in an efficient and memorable way, first time round. Our unrivalled service will support our three-year fundraising objective; increasing the number of supporters donating to us by 33%.

You will be responsible for managing the success of the Supporter Care team, comprised of nine full time members of staff. You will be responsible for ensuring the team successfully progresses through our agreed operational plans, in order to meet our ambitious strategic objectives for the period 2021-2024. You will need to measure and monitor team performance against service level agreements and key performance indicators, guaranteeing an excellent service for our internal and external customers.

You will need:

  • Demonstrable experience in developing, tracking and progressing through operational plans, meeting strategic objectives

  • Demonstrable experience of line managing staff including setting objectives, managing performance and staff development

  • Significant experience of delivering and improving customer service, including managing and prioritising conflicting strategic priorities

  • Experience setting, monitoring and developing performance to Service Level Agreements – both for internal teams and individuals as well as with external service providers.

  • Proven experience in developing management reports to enable effective performance monitoring and analysis, relevant to strategic objectives

Closing date: Wednesday 1st of December 2021

Mind reserve the right to close the vacancy to applications earlier, should we receive a high volume of strong candidates – therefore we encourage an early application.

This position will initially, in line with current and potentially future guidance, be based from home. Post lockdown this role will retain some flexibility but post holders will be expected to be in the office a minimum of two days thereafter (or more, depending on the arrangements of your team).

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.

This position will initially, in line with current and potentially future guidance, be based from home. Post lockdown this role will retain some flexibility but post holders will be expected to be in the office a minimum of two days thereafter (or more, depending on the arrangements of your team)

Equality & Diversity

We value the power of diversity. We embrace the different perspectives that each of us bring. We are creating an inclusive working environment where everyone is appreciated for being authentic and bringing their whole selves to work regardless of race, gender, age, religion, identity and experience.

We are committed to becoming truly anti-racist in everything we do and ensuring that all our employees are treated fairly and equitably at work and promoting equity in physical and mental health for all.

Our strategy has becoming an anti-racist organisation right at the centre of our work. For more information please visit click on the button below.

Our Strategy

More details and how to apply

For more information and a full person specification, please check on the Job Description button below. To apply, please click on the Apply Now button on the top left of the screen.

If you need us to make any adjustments to our recruitment process, please contact our HR team [email protected] who will be happy to support you.

Job Description

A little more about Mind

Our goals:

  • Supporting people likely to develop mental health problems, to stay well

  • Empowering people who experience a mental health problem to make informed choices about how they live and recover

  • Ensuring people get the right services and support at the right time to help their recovery and enable them to live with their mental health problem

  • Opening the doors to people with experience of mental health problems participating fully in society

  • Gaining equality of treatment for people who experience both mental health and other forms of discrimination

Our values underpin everything we do. They are:

  • Open: We reach out to anyone who needs us.

  • Together: We're stronger in partnership.

  • Responsive: We listen, we act.

  • Independent: We speak out fearlessly.

  • Unstoppable: We never give up.

To get to know us a little better and more information on working at Mind, including our benefits,  please click the button below

Working for Mind

Other ways to get involved

arrow_upwardBack to Top