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 Coordinator to join our team at Mind.
Mind's Supporter Care team play a vital role in ensuring that we deliver an outstanding customer service to 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 teams 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 above all else relatable, personal, compassionate and resilient and who thrives in a fast paced environment,
Please note this role involves engaging with Mind Supporters, Fundraisers and the General Public, it is not a mental health support role.
(Previous applicants need not apply)
Key duties and responsibilities
Key Responsibilities
The post holder will:
* 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. Responding to, and logging, all incoming enquiries from supporters and prospective supporters (phone, mail, and online) within agreed timescales and in line with agreed briefs and procedures to the required standard.
* Ensuring all communication is effortless, consistent and engaging in order to recruit, support, steward, develop and retain supporters through great one-to-one supporter Includes proactive 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. To be able to identify safeguarding concerns and risk access in line with safeguarding policies and procedures in all forms of communications.
* Manage complaints and enquiries with confidence & positivity, following organizational policies with accurate note taking and meeting service level agreements, all the while delivering exemplary supporter care and escalating where
* Identify fundraising and supporter engagement opportunities (e.g. gift aid) and promote them as appropriate in order to deepen engagement of our existing supporters, optimize supporter retention and help deliver fundraising targets
* Keeping up to date with organizational activities for fundraising, campaigns and policy
* Ensure thanking and engagement communications are relevant up to date, accurate and sent in a timely
* To actively promote and engage in a culture of learning and development
* Proactively seek ways to improve the supporter experience, identify and share supporter feedback, as well as use key performance indicators to develop personal skills and behaviours
* Work with the Supporter Care manager to deliver the Supporter Relations strategy, whilst being open minded and adaptable to new innovative ways of working
* To be able to navigate successfully through various software during live interactions offering seamless supporter care whilst capturing high quality data
Expectations
* To attend and contribute to supervision and appraisal process, meetings, training, and other events as
* To comply with team objectives, policies, procedures and service level
* To comply at all times with legal and industry guidelines (as directed), such as 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
* To undertake other duties, particularly within the Income & Operations branch of the team, that may be
* To ensure that all responsibilities and activities within this post are in accordance with the terms and spirit of Mind's mission, vision, values, objectives, policies, procedures and practices.
* To travel to meetings in England and Wales, which may require the need to work unsociable hours g. attending evening or weekend meetings or for overnight stay.
* Please note that this is a hybrid role and you will be required to work from the Stratford office two times a week.
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. #J-18808-Ljbffr