At a Glance
- Tasks: Lead a passionate team to enhance supporter experiences and drive mental health advocacy.
- 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: Dynamic role with opportunities for personal growth and development.
- Why this job: Be part of a mission to support mental health and empower individuals.
- 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
Will you join us? 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 Stratford 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. Our commitment to mental health advocacy not only drives our mission but also fosters a culture of compassion and resilience among our team members. With opportunities for professional growth, a focus on employee well-being, and the chance to make a meaningful impact in the community, joining us as a Senior Inclusion Officer means being part of a passionate team that values your contributions and supports your development.
![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 Stratford
✨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 responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to let your passion for mental health show!
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're genuinely interested in joining our team.
We think you need these skills to ace Senior Inclusion Officer (Contract, Temporary) in Stratford
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, so make sure you understand the key responsibilities and requirements. Tailor your application to highlight how your experience aligns with our goals at Mind.
Showcase Your Compassion and Resilience:In your application, don’t shy away from sharing examples that demonstrate your compassion and resilience. We want to see how you’ve handled challenging situations in the past, especially in customer-facing roles. This will help us understand how you can thrive in our busy environment.
Highlight Your Line Management Experience:Since this role involves line managing Co-ordinators, it’s crucial to showcase your line management experience. Share specific instances where you’ve successfully coached team members or improved performance. This will show us you’re ready to lead and support our team effectively.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the necessary information and resources to help you along the way!
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 how your role as a Senior Inclusion Officer fits into that vision. This will show your genuine interest and commitment to the cause.
✨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 about handling complaints and safeguarding concerns. Prepare scenarios from your past experiences where you resolved issues effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers, demonstrating your problem-solving skills and resilience.
✨Engagement is Key
This role requires strong communication skills, so be ready to discuss how you've built relationships in previous roles. Share examples of how you've engaged with supporters or collaborated with fundraising teams to enhance experiences. Show that you can foster connections and work well in a busy environment.
