Supporter Care & Experience Lead (Hybrid)

Mind; Greater London; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

Mind is seeking a Supporter Care Manager to lead the Supporter Care team in delivering an outstanding experience to supporters. The role is based in London with a hybrid pattern, requiring attendance at the office 2 days per week, with flexibility as needed for business.

The Post Holder will champion supporter focus, drive strategic initiatives and shape the operational plan to achieve KPI targets, while upholding safeguarding and data protection standards.

Qualifications

• Experience in formulating strategies to enhance supporter experience.
• Experience leading a supporter/customer service team with measurable results.
• Proven leadership fostering empathy and safeguarding principles.
• Knowledge of safeguarding policies and regulatory requirements.
• Experience managing crisis situations and escalation procedures.
• Track record overseeing end-to-end complaints in a charity.
• Knowledge of data protection, PCI, fundraising standards, and HMRC rules.

Responsibilities

• Be a champion for supporter focus and strategic change to improve supporter experience.
• Influence decision making in the organisation through supporter feedback.
• Design and implement the supporter care operational plan, strategic goals and KPIs.
• Cultivate a supporter-centric culture with empathy and personalised engagement.
• Deliver continuous improvement to anticipate and respond to change and foster collaboration.
• Establish and uphold rigorous quality assurance standards for supporter interactions.
• Ensure compliance with data protection policies and other regulations.

Skills

Strategic leadership

Customer experience

Empathy

Crisis management

Regulatory compliance

Data protection

Job description

Mind is seeking a Supporter Care Manager to lead the Supporter Care team in delivering an outstanding experience to supporters. The role is based in London with a hybrid pattern, requiring attendance at the office 2 days per week, with flexibility as needed for business.

The Post Holder will champion supporter focus, drive strategic initiatives and shape the operational plan to achieve KPI targets, while upholding safeguarding and data protection standards.