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.
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 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 Stratford employer: Mind [National Association for Mental Health]
At Mind, we pride ourselves on being an exceptional employer dedicated to championing mental health. Our supportive work culture fosters compassion and resilience, providing ample opportunities for professional growth and development within a dynamic team environment. Located in a vibrant community, we offer our employees the chance to make a meaningful impact while enjoying a fulfilling career that values their contributions and well-being.
![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 Stratford
✨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 Supporter Care Officer role.
✨Tip Number 2
Prepare for the interview by practising common questions related to supporter care and management. We recommend role-playing with a friend or using online resources to boost your confidence and showcase your compassion and resilience.
✨Tip Number 3
Showcase your experience with safeguarding and customer service during interviews. Use specific examples to demonstrate how you've handled complex situations in the past, as this will resonate well with the team at Mind.
✨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, you’ll be part of a community that’s passionate about making a difference in mental health.
We think you need these skills to ace Senior Supporter Care Officer 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 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! Share any personal experiences or motivations that drive you to work in this field. Let us know why you care about making a difference.
Tailor Your Application:Don’t just send a generic application. Tailor your CV and cover letter to reflect how your skills and experiences align with the role of Senior Supporter Care Officer. We love seeing candidates who take the time to personalise their applications!
Apply Through Our Website:Make sure to apply through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role!
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
As a Senior Supporter Care Officer, you'll be managing a team. Be ready to discuss your line management experience, particularly how you've supported team members in their development. Prepare examples of how you've handled performance feedback and created development plans in the past.
✨Demonstrate Compassion and Resilience
This role requires someone who is compassionate and resilient. Think of specific instances where you've shown these qualities, especially in a customer-facing environment. Be prepared to share how you’ve dealt with challenging situations while keeping supporters at the heart of your actions.
✨Engage with Real Scenarios
Prepare for situational questions that may arise during the interview. Consider how you would handle complex emails or safeguarding concerns. Practising your responses to these scenarios will help you feel more confident and demonstrate your problem-solving skills effectively.
