Supporter Care Manager

About the team

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.

Team information

Will you join us?

This maternity cover is critical to the continuity of service delivered by Minds Supporter Care team. This team plays a vital role in building and fostering loyal relationships with our supporters, ensuring they have an outstanding experience throughout their journey with the organisation. The Supporter Care Manager holds a strategic leadership position crucial in defining and delivering exceptional supporter experiences aligned with Mind's goals.

The multifaceted role requires visionary leadership to;

-shape and optimise supporter services

-cultivate a supporter-centric culture and driving operational excellence.

-lead and motivate the team, empowering them to deliver exemplary service, resolve enquiries and issues effectively, to cultivate long-term engagement.

Do you have experience in leading a fast paced customer care team, with a varied remit and high workload? Can you be the champion we need for Mind's supporters, advocating for their needs and ensuring their voices are heard at every level in the organisation? If so, we want to hear from you! We are looking for someone to hit the ground running, providing a stable transition from one leader to another, whilst achieving strategic progress.

Please note, despite not being a helpline service, we do come into contact with individuals presenting safeguarding risks. Experience in handling incidents of this nature is essential.

Key duties and responsibilities

Reporting to the Head of Data and Supporter Relations, the Supporter Care Manager responsibilities include:

Strategic Leadership

You will be expected to execute and make progress against the teams' customer services strategy, ensuring that progress is achieved and tracked. Reporting on and sharing strategic progress with the Fundraising Income department at Mind is essential. Working closely with stakeholders to foster productive and informative relationships, will be key to our strategic success.

Line Management and Team Development

-You will be responsible for the line management of two senior officers and one gift aid manager.

-Alongside individual line management responsibilities, you will be responsible for identifying and arranging team training, development and wellbeing initiatives.

-Can you find creative ways to upskill, engage and develop this busy team, whilst upholding an excellent service?

-How can we best look after our staff, so they can look after our supporters? Can we improve our team profile and perception at Mind?

Customer Service Excellence

-Driving continuous improvement initiatives that create opportunities to deliver more with less resources (in a budget constrained environment)

-Reviewing and implementing necessary technology advancements to aid and improve service delivery and insights

-Handling and overseeing complaints, as well as safeguarding, compliance and complex incidents

-Providing operational support where necessary

Insight and Analysis

-Understand the service inside out, using data from our contact centre platforms

-Undertake frequent and thorough reporting on service data, for learning and insight purposes

-Tracking performance against agreed service level agreements and key performance indicators

-Share relevant information with the wider organisation to inform and raise our team profile

-Find ways to increase data and insight about our service and supporters satisfaction

Please refer to the full job description for a comprehensive list of all duties.

Mind's equity statement

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.