Supporter Care Manager

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

About The Team

We have big goals over the next few years.

About The Team

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.

Team information

Will you join us?

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

The Post Holder Will

• 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.

Please refer to the Role Profile while completing your application as candidates will be shortlisted based on how closely they match the criteria in the personal specification.

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

We retain the authority to close this vacancy prior to the advertised closing date and without prior notice, once an adequate number of applications has been received. Applications will be assessed on a continuous basis, and we respectfully advise prompt submission to ensure consideration.