At a Glance
- Tasks: Lead a passionate team to enhance supporter care and improve mental health services.
- 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: Dynamic role with a focus on innovation and teamwork.
- 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
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 Officer - (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. As a Senior Officer in our Supporter Care Team, 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, compassion, and teamwork. With opportunities for professional development and a commitment to mental health advocacy, working with us means being part of a mission-driven organisation that values your contributions and fosters a sense of belonging.
![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) 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 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, but someone who truly cares.
✨Tip Number 3
Practice makes perfect! Get a mate 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!
✨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 difference.
We think you need these skills to ace Senior Officer - (Temporary) in Stratford
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, and show us why you care about making a difference.
Tailor Your Application:Don’t just send a generic application! We love it when candidates tailor their applications to fit the role. Use specific examples from your past work that demonstrate your line management experience and customer service skills.
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 right 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 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 ready to discuss your previous management experiences. Prepare specific examples of how you've supported team members, handled performance issues, and created development plans. Highlight your compassionate approach to leadership.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially around complaint handling and safeguarding. Think of real-life scenarios where you successfully resolved conflicts or improved processes. This will demonstrate your ability to thrive in a busy, customer-facing environment.
✨Engage and Connect
During the interview, focus on building rapport with your interviewers. Ask insightful questions about the team dynamics and how they collaborate with fundraising teams. This shows you're not just interested in the role but also in fostering strong relationships within the organisation.
