At a Glance
- Tasks: Lead a passionate team to enhance supporter experiences and manage communications.
- Company: Join Mind, a leading mental health charity dedicated to making a difference.
- Benefits: Flexible working, competitive pay, and the chance to make a real impact.
- Other info: Opportunity to work on innovative projects using AI to improve supporter engagement.
- Why this job: Be part of a mission-driven team fighting for mental health support and respect.
- Qualifications: Experience in line management and a compassionate approach to customer service.
The predicted salary is between 30000 - 40000 £ per year.
About the team
We have big goals over the next few years. We are going to be fighting for mental health in a way we never have before. Together we will be working to make sure everyone experiencing a mental health problem gets the support and respect they deserve.
Team information
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-ordinators. 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.
Key duties and responsibilities
- 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'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.
Senior Inclusion Officer (Contract, Temporary) in Cardiff employer: Mind [National Association for Mental Health]
Mind is an exceptional employer dedicated to championing mental health and fostering a supportive work environment. With a strong commitment to employee development, you will have the opportunity to grow your skills while making a meaningful impact in the community. Our inclusive culture values compassion and resilience, ensuring that every team member feels valued and empowered to contribute to our vital mission.
![Mind [National Association for Mental Health]](https://partners-cdn.studysmarter.de/media/uploads/sites/2/2026/06/3e562b8daa23a700/mind.com.png)
Contact Details:
Mind [National Association for Mental Health] Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Inclusion Officer (Contract, Temporary) in Cardiff
✨Tip Number 1
Network like a pro! Reach out to people in the mental health sector, especially those connected to Mind. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Mind's mission and values, and think about how your experience aligns with their goals. Show them you're not just another candidate; you're passionate about making a difference.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on your line management experience and how you've handled tough situations. The more comfortable you are, the better you'll shine during the real deal.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Mind team and making a real impact.
We think you need these skills to ace Senior Inclusion Officer (Contract, Temporary) in Cardiff
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing, give the job description a good read. We want to see how your experience aligns with the key duties and responsibilities listed. Highlight those points in your application to show us you're the perfect fit!
Showcase Your Line Management Experience:Since this role involves managing Co-ordinators, make sure to highlight any relevant line management experience you have. Share specific examples of how you've supported team members and improved performance – we love a good success story!
Emphasise Your Compassion and Resilience:This role is all about supporting others, so let your compassionate side shine through in your application. Share experiences that demonstrate your resilience in busy environments and how you’ve handled challenging situations with grace.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at Mind [National Association for Mental Health]
✨Know Your Stuff
Make sure you thoroughly understand Mind's mission and values. Familiarise yourself with their approach to mental health support and how the Senior Inclusion Officer role fits into that. This will show your genuine interest and commitment to their cause.
✨Showcase Your Management Skills
Prepare examples of your line management experience, particularly in coaching and developing team members. Be ready to discuss how you've handled performance feedback and created development plans in the past, as this is crucial for the role.
✨Demonstrate Compassion and Resilience
Since the role requires someone who is compassionate and resilient, think of specific instances where you've shown these qualities in a busy, customer-facing environment. Share stories that highlight your ability to handle challenging situations while keeping supporters at the heart of your actions.
✨Engagement is Key
Be prepared to discuss how you would foster strong relationships with fundraising teams and ensure successful events. Think about strategies you've used in the past to maximise engagement opportunities and how you can apply them at Mind.
