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.

Team Information

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 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 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.

Key Duties and 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 (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.
• 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 organisational policies with accurate note taking and meeting service level agreements, all the 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 in order to deepen engagement of our existing supporters, optimise supporter retention and help deliver fundraising targets.
• Keeping 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.
• 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.