Supporter Care Coordinator

Mind; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading mental health charity in London is seeking a Supporter Care Coordinator to deliver exceptional care to supporters and ensure engagement. The successful candidate will work in a fast-paced environment, managing inquiries and supporting mental health initiatives. Ideal applicants should demonstrate strong communication and organizational skills, as well as a commitment to equality and diversity.

Qualifications

• Experience delivering supporter or customer care with a focus on empathy.
• Ability to manage enquiries and maintain records.
• Commitment to equality, diversity and inclusion.

Responsibilities

• Deliver an excellent supporter experience aligned with Mind's values.
• Effectively manage time and priorities in a fast-paced environment.
• Manage interactions with people affected by mental health professionally.
• Identify fundraising and supporter engagement opportunities.

Skills

Empathy

Communication

Time management

Organizational skills

Job description

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About The Team Do you thrive in fast-paced environments where your work truly makes a difference? Are you passionate about mental health and proud to champion the supporters who make it all possible? Join Mind as a Supporter Care Coordinator and be part of a team who champion our supports whilst driving forward the fight for better mental health for all.

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.

Will you join us? We are recruiting for a Supporter Care Coordinator to join our team at Mind. Minds Supporter Care team plays a vital role in ensuring that we deliver an outstanding Supporter Care service to our supporters and the general public, guaranteeing that their experience of Mind is second to none, leaving our supporters feeling valued and committed to ongoing support. You will work closely within the team of coordinators, directly delivering the team's vision of “Inspiring our supporters and each other in a manner that's effortless, consistent, and engaging.” You will also work closely with the Supporter Donations team, sharing knowledge and processes to ensure an efficient supporter experience is delivered.

Engagement and communication is at the heart of this role and will require someone who is relatable, personal, compassionate and resilient and who thrives in a fast-paced environment.

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. Respond to and log 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.
• Ensure all communication is effortless, consistent and engaging in order to recruit, support, steward, develop and retain supporters through great one-to-one 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. Identify safeguarding concerns and risk access in line with safeguarding policies and procedures in all forms of communications.
• Manage complaints and enquiries with confidence and positivity, following organisational policies with accurate note taking and meeting service level agreements, 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 to deepen engagement, optimise supporter retention and help deliver fundraising targets.
• Keep 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 manner.
• Actively promote and engage in a culture of learning and development.
• Proactively seek ways to improve the supporter experience, identify and share supporter feedback, and use key performance indicators to develop personal skills and behaviours.
• Work with the Supporter Care Manager to deliver the Supporter Relations strategy, while remaining open-minded and adaptable to new innovative ways of working.
• Navigate various software during live interactions to offer seamless supporter care while capturing high-quality data.

Expectations

• Attend and contribute to supervision and appraisal processes, meetings, training, and other required events.
• Comply with team objectives, policies, procedures and service level agreements.
• Comply at all times with legal and industry guidelines (as directed), including the Data Protection Act (GDPR), Fundraising Regulator (FR), Institute of Fundraising (IoF) codes of practice, data management Gift Aid and all other requirements of an active fundraising charity.
• Undertake other duties, particularly within the Supporter donation branch of the team, as necessary.
• Ensure that all responsibilities and activities within this post align with Mind's mission, vision, values, objectives, policies, procedures and practices. Model Mind's values through professionalism, integrity, and curiosity; foster a positive, inclusive team culture and contribute to continuous improvement and wellbeing.
• Travel to meetings in England and Wales, which may require unsociable hours (e.g., evenings, weekends, or overnight stays).

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.

Equality is a foundational value of Mind; we welcome applicants from diverse backgrounds and experiences.

Employment type: Full-time • Seniority level: Entry level • Job function: Other • Industries: Mental Health Care