Hybrid Supporter Experience Coordinator

Mind National Association for Mental Health; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Mind in London is seeking a passionate Supporter Care Coordinator to deliver outstanding supporter experiences, logging enquiries, and ensuring timely responses while upholding Mind's values. The role involves close collaboration with the Supporter Donations team to deliver proactive care and excellent engagement.

The hybrid role requires empathy, resilience and a commitment to safeguarding, with occasional travel to engage supporters and campaigns.

Responsibilities

• Deliver an excellent supporter experience in line with Mind's values and tone of voice, with supporter satisfaction being the desired outcome for all interactions. Responding to, and logging, all incoming enquiries from supporters and prospective supporters (primarily phone and supporting in responding to email, and post) within agreed timescales and in line with agreed briefs and procedures to the required standard.
• Effectively manage time and priorities to ensure consistent phone coverage, using initiative and teamwork to maintain a seamless supporter experience in a fast-paced environment.
• Ensuring all communication is effortless, consistent and engaging in order to recruit, support, steward, develop and retain supporters through great one-to-one supporter includes proactive Supporter Care initiatives such as outbound calling.
• Manage interactions with people who have been affected by mental health professionally and empathetically, providing them with the approved health information where possible/necessary. To be able to identify safeguarding concerns and risk access in line with safeguarding policies and procedures in all forms of communications.
• Manage complaints and enquiries with confidence & positivity, following organisational policies with accurate note taking and meeting service level agreements, all the while delivering exemplary supporter care and escalating/ signposting where necessary.
• Identify fundraising and supporter engagement opportunities (e.g. gift aid) and promote them as appropriate in order to deepen engagement of our existing supporters, optimise supporter retention and help deliver fundraising targets.
• Keeping up to date with organisational activities for fundraising, campaigns and policy
• Ensure thanking and engagement communications are relevant up to date, accurate and sent in a timely
• To actively promote and engage in a culture of learning and development
• Proactively seek ways to improve the supporter experience, identify and share supporter feedback, as well as use key performance indicators to develop personal skills and behaviours
• Work with the Supporter Care manager to deliver the Supporter Relations strategy, whilst being open minded and adaptable to new innovative ways of working
• To be able to navigate successfully through various software during live interactions offering seamless supporter care whilst capturing high quality data

Job description

Mind in London is seeking a passionate Supporter Care Coordinator to deliver outstanding supporter experiences, logging enquiries, and ensuring timely responses while upholding Mind's values. The role involves close collaboration with the Supporter Donations team to deliver proactive care and excellent engagement.

The hybrid role requires empathy, resilience and a commitment to safeguarding, with occasional travel to engage supporters and campaigns.