At a Glance
- Tasks: Lead a passionate team to provide exceptional 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.
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.
Senior Supporter Care Officer employer: Mind [National Association for Mental Health]
Mind is an exceptional employer dedicated to championing mental health, offering a supportive and inclusive work culture that prioritises employee well-being and development. As a Senior Supporter Care Officer, you will benefit from comprehensive training, opportunities for personal growth, and the chance to make a meaningful impact in the lives of those experiencing mental health challenges. Located in a vibrant community, Mind fosters collaboration and innovation, 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 Supporter Care Officer
✨Tip Number 1
Network like a pro! Reach out to people in the mental health sector, especially those at 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 understanding Mind's mission and values. Show us how your experience aligns with our goals, especially around supporter care and mental health advocacy.
✨Tip Number 3
Practice your communication skills! As a Senior Supporter Care Officer, you'll need to convey empathy and clarity. Role-play common scenarios with a friend to boost your confidence.
✨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 team!
We think you need these skills to ace Senior Supporter Care Officer
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you start writing, make sure to read the job description carefully. We want to see how your skills and experiences align with what we're looking for, so highlight those connections in your application.
Showcase Your Compassion and Resilience:This role is all about supporting others, so let your compassion shine through! Share examples of how you've handled challenging situations with empathy and resilience in your previous roles.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and qualifications without unnecessary fluff.
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 efficiently, plus you’ll find all the info you need about the role there!
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 supporter care and mental health advocacy. This will not only show your genuine interest but also help you align your answers with their goals.
✨Showcase Your Management Skills
Since this role involves line managing Co-ordinators, be ready to discuss your previous management experiences. Prepare specific examples of how you've supported team members, handled performance issues, and fostered a positive work environment. Highlight your coaching techniques and how you ensure high-quality standards.
✨Demonstrate Compassion and Resilience
In a customer-facing role like this, it's crucial to convey your compassion and resilience. Share stories that illustrate how you've dealt with challenging situations, especially in support roles. This will help the interviewers see that you can handle the emotional demands of the job while keeping supporters at the heart of your work.
✨Prepare for Scenario Questions
Expect scenario-based questions, especially around complaint handling and safeguarding concerns. Think about how you would approach these situations and be ready to explain your thought process. This will demonstrate your problem-solving skills and your ability to act as an escalation point effectively.
