Strategic Supporter Care Lead

Mind National Association for Mental Health; East Ham; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Mind in London is seeking a Supporter Care Manager to lead the Supporter Care team, acting as the first point of contact for supporter queries by phone and email and delivering an excellent supporter experience.

Hybrid role based in London with 2 days per week in the office; requires experience in strategic change, stakeholder influence, and safeguarding principles, ensuring compliant, empathetic interactions and continuous improvement.

Qualifications

• Experience formulating strategies to enhance supporter experience.
• Experience leading a supporter/customer service team with measurable results.
• Proven leadership fostering empathy and safeguarding principles.
• Good knowledge of safeguarding principles, policies, and procedures.
• Experience managing crisis situations and escalation procedures.
• Track record overseeing end-to-end complaints in a charity setting.
• Knowledge of Data Protection Act, PCI Direct Debit, fundraising standards and HMRC regs.

Responsibilities

• Champion supporter focus and drive improvements to the supporter experience.
• Influence decision making through supporter feedback.
• Design and implement the supporter care operational plan and KPIs.
• Foster a supporter-centric culture with empathy and personalised engagement.
• Deliver continuous improvement to respond to change and promote collaboration.
• Establish and uphold quality assurance standards for consistency in interactions.
• Ensure compliance with data protection policies and industry regulations.

Skills

Strategic planning

Team leadership

Customer experience improvement

Quality assurance

Compliance awareness

Crisis management

Empathy and engagement

Data protection knowledge

Job description

Mind in London is seeking a Supporter Care Manager to lead the Supporter Care team, acting as the first point of contact for supporter queries by phone and email and delivering an excellent supporter experience.

Hybrid role based in London with 2 days per week in the office; requires experience in strategic change, stakeholder influence, and safeguarding principles, ensuring compliant, empathetic interactions and continuous improvement.