At a Glance
- Tasks: Lead a passionate team to provide outstanding support for mental health advocates.
- Company: Join Mind, a leading mental health charity dedicated to making a difference.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal growth.
- Other info: Be part of a dynamic team focused on innovation and supporter engagement.
- Why this job: Make a real impact in mental health while developing your leadership skills.
- 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'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
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 Supporter Care Officer in Cardiff employer: Mind [National Association for Mental Health]
At Mind, we are dedicated to creating a supportive and inclusive work environment where every employee can thrive. As a Senior Supporter Care Officer, you will not only play a crucial role in enhancing the experiences of our supporters but also benefit from a culture that prioritises personal growth, teamwork, and mental health advocacy. With opportunities for professional development and a commitment to equality, Mind is an exceptional employer for those looking to make a meaningful impact in the community.
![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 Supporter Care Officer in Cardiff
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Mind on LinkedIn. A friendly chat can give you insider info about the team and the role, plus it shows your genuine interest in the company.
✨Tip Number 2
Prepare for the interview by practising common questions related to supporter care and line management. Think about how you can showcase your compassion and resilience, as these traits are key for the role.
✨Tip Number 3
Showcase your experience with safeguarding and complaint handling during interviews. Be ready to share specific examples of how you've successfully managed complex situations in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our mission at Mind.
We think you need these skills to ace Senior Supporter Care Officer in Cardiff
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing, give the job description a good read. It’s packed with clues about what we’re looking for in a Senior Supporter Care Officer. Make sure you highlight your relevant experience and skills that match our needs.
Show Your Passion for Mental Health:We want to see your enthusiasm for mental health support! In your application, share why this cause matters to you and how you can contribute to making a difference. Let your passion shine through!
Tailor Your Application:Don’t just send a generic application. Tailor your CV and cover letter to reflect the specific skills and experiences that align with the role. Mention your line management experience and any relevant achievements that demonstrate your ability to lead and support a team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and securely. Plus, it shows you’re serious about joining our team at Mind!
How to prepare for a job interview at Mind [National Association for Mental Health]
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Mind's mission and values. Familiarise yourself with their approach to mental health support and think about how your experience aligns with their goals. This will show your genuine interest in the role and the organisation.
✨Showcase Your Management Skills
Since this role involves line managing Co-ordinators, be prepared to discuss your previous management experiences. Think of specific examples where you've successfully coached team members or handled complex situations. Highlight your compassionate approach and how it has positively impacted your team's performance.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially around complaint handling and safeguarding. Prepare scenarios from your past where you resolved conflicts or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Engagement is Key
This role requires strong communication skills, so be ready to demonstrate how you've built relationships in previous roles. Share examples of how you've engaged with supporters or collaborated with other teams to enhance customer experiences. Show that you can foster a positive environment even under pressure.
