Supporter Care Manager

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

We are recruiting for a Supporter Care Manager to lead Mind's Supporter Care team. This team is the first point of contact for supporter queries via telephone and email, responsible for delivering excellent supporter experience through their interactions with the people who choose to support Mind.

Hybrid working: Based in our London office with a hybrid working arrangement. Employees are expected to attend the office 2 days per week, with flexibility depending on business needs.

Key duties and 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, key performance indicators, and resource allocation.
• Cultivate a supporter-centric culture that places empathy, responsiveness, and personalised engagement at the forefront of every interaction.
• Deliver continuous improvement to effectively anticipate and respond to change, promote a collaborative culture, foster innovation, efficiency, and effectiveness.
• Establish and uphold rigorous quality assurance standards to guarantee consistency and accuracy in supporter interactions.
• Ensure compliance with relevant regulations, data protection policies, and industry best practices, safeguarding supporter trust and organisational integrity.

We want to hear from you if you have:

• Experience in formulating strategies and spearheading initiatives to enhance supporter/customer experience and service improvement within an operational environment.
• Experience of leading a successful supporter/customer service team who deliver exceptional standards supported by tangible and measurable results.
• Proven leadership skills in inspiring and motivating a team, fostering a culture of empathy, and promoting a commitment to safeguarding principles within the Supporter Care function.
• Good knowledge of safeguarding principles, policies, and procedures, ensuring the supporter care team operates in full compliance with legal and regulatory requirements.
• Experience in effectively managing crisis situations, providing guidance to supporter care team in handling high-stress and sensitive calls, and ensuring appropriate escalation procedures are followed.
• A proven track record in overseeing end-to-end complaints management processes within a charitable organisation, ensuring fair and empathetic resolution while upholding organisational values.
• Knowledge of Data Protection Act, PCI Compliance Direct Debit Guarantee, Fundraising standards/codes, Voluntary Sector Regulations and HMRC regulations

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.

This role requires a Disclosure and Barring Service (DBS) check.