At a Glance
- Tasks: Lead a team to provide outstanding support and communication for mental health initiatives.
- Company: Join Mind, a leading mental health charity dedicated to making a difference.
- Benefits: Gain valuable experience in a supportive environment with opportunities for personal growth.
- Other info: Be part of a dynamic team focused on innovation and compassion.
- Why this job: Make a real impact in mental health while developing your leadership skills.
- Qualifications: Experience in line management and a passion for 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 Officer - (Temporary) employer: Mind [National Association for Mental Health]
At Mind, we are dedicated to creating a supportive and inclusive work environment where every employee is valued and empowered to make a difference in mental health advocacy. Our team culture fosters collaboration and personal growth, offering opportunities for professional development while ensuring that our supporters receive the highest quality of care. Join us in our mission to transform lives and be part of a passionate team committed to making a real 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 Officer - (Temporary)
✨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 might just land you that Senior Officer role.
✨Tip Number 2
Show your passion for mental health! When you get the chance to speak with someone from the team, share why this cause matters to you. Authenticity goes a long way in making a memorable impression.
✨Tip Number 3
Prepare for the interview by brushing up on your line management skills. Think of examples where you've successfully coached team members or handled complex situations. We want to see how you can lead and inspire!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re serious about joining our mission at Mind.
We think you need these skills to ace Senior Officer - (Temporary)
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 what Mind is looking for, so make sure you highlight those relevant skills and experiences in your application.
Show Your Passion for Mental Health:This role is all about supporting mental health, so let your passion shine through! Share any personal experiences or motivations that drive you to work in this field. We love seeing genuine enthusiasm for our cause.
Tailor Your Application:Don’t just send a generic application. We want to know why you’re a great fit for this specific role at Mind. Use examples from your past that demonstrate your line management experience and customer service skills, as these are key for us.
Apply Through Our Website:Make sure to submit your application through our website. It’s the best way for us to keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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 Supporter Care Team operates. This will show your genuine interest in the role and help you connect your experience to their goals.
✨Showcase Your Management Skills
Since this role involves line managing Co-ordinators, be ready to discuss your previous management experiences. Prepare examples of how you've supported team members, handled complaints, and developed bespoke plans for improvement. Highlight your compassionate approach to leadership.
✨Prepare for Real-Time Scenarios
Expect to be asked about handling real-time queries and complex situations. Think of specific instances where you've successfully resolved issues or escalated concerns, especially in a customer-facing environment. This will demonstrate your problem-solving skills and resilience.
✨Engagement is Key
Since building relationships is crucial, prepare to discuss how you've fostered strong connections with teams in the past. Share examples of successful collaborations, particularly with fundraising teams, and how you maximised engagement opportunities. This will show you're a team player who values communication.
