Job Description Job title Reporting to Responsible for line managing Salary Directorate Hours of work Located at Type of contract Budgetary responsibility and accountability Supporter Care Manager Head of Data and Supporter Relations Team of 5 including 2 direct reports plus temps, volunteers, suppliers and agencies Starting salary of 37,816 pa (Basic salary of 34,824 pa plus London Allowance of 2992 pa). Grade E of Mind s salary scales Fundraising 35 hours per week, full time Stratford, office based Permanent n/a Purpose of job You will be responsible for managing the Supporter Care function and for implementing the Supporter Care strategy. This entails having operational responsibility and accountability for ensuring the accurate and timely processing and reconciliation of substantial income and the delivery of excellent supporter care to all Mind contacts (Supporters, Donors, Members, Campaigners etc). Scope of the job You will have a considerable level of operational responsibility in a managerial role of the Supporter Care team. You will report to the Head of Data and Supporter Relations and line manage 5 staff. You will work closely with colleagues across the organisation including, peers, heads and directors and will work with volunteers/temporary staff/consultants as required. You will also work with other stakeholders and external contacts including trustees, contractors/suppliers and agencies. You will also deputise for the Head internally when required. Mind aims to ensure that the needs and interests of mental health service users, women, black and minority ethnic communities, disabled people, lesbians, gay men, bisexuals, transgender and people of all ages are reflected in all its activities. You will be expected to contribute to this aim. 2015 04 Supporter Care Manager JD+PS Page 1 of 8
Key responsibilities Generic responsibilities 1. Provide operational management to the Supporter Care unit. This includes planning and organising work of the Unit, developing and agreeing services, identifying and resolving operational issues and taking responsibility for the Unit s performance. 2. Manage the team and ensure staff have the necessary knowledge and skills to undertake their role effectively and are line managed in accordance with Mind s values, competencies, policies and procedures including supervision and appraisal. 3. Ensure that Mind is a centre of excellence in the provision of supporter care, working with colleagues across the organisation to champion the supporter at the core of everything the charity does and acting as the lead representative of the supporter at all times. 4. Establish and document the organisation s standards of supporter care, ensuring commitment to achieving these across all teams. Monitor, evaluate and report on the organisation s attainment of these standards to the Head of Data and Supporter Relations, making recommendations for changes of practice as required. 5. Manage projects, as required, including planning, implementing, developing, monitoring and evaluation. 6. To develop and implement Supporter Care policies, procedures and processes. 7. Assist the head with budget planning and review. Job specific responsibilities 8. Contribute to the development of strategic plans/strategy as directed. 9. Promote consistency of approach to supporters, working with business processes, and marketing, digital and fundraising teams to ensure all touch points with supporters provide them with a common and rewarding experience. 10. Ensure high levels of service are delivered to, and on behalf of, internal stakeholders from across the organisation. Work with colleagues to develop a framework of service level agreements. Ensure team performance is regularly monitored and reported to internal stakeholders. 11. Work with internal stakeholders to shape their fundraising and marketing plans into operational practice. Ensure joint planning takes place early in the annual cycle. Forecast resource 2015 04 Supporter Care Manager JD+PS Page 2 of 8
requirements and plan the work of the team, taking particular account of the implications of fluctuations in resource requirements. 12. To support the Head of Data and Supporter Relations in ensuring that the Supporter Care team works with other teams across Mind to contribute towards the delivery of the organisation s 5 year strategic plan 13. To support the Head of Data and Supporter Relations in ensuring that all staff in the Supporter Care Team understand and actively promote the development of the supporter journeys and the need to retain and develop existing supporters 14. To approach all activities from a digital first perspective; supporting the Head of Data and Supporter Relations in reviewing all activities carried out by the Supporter Care team and identifying and implementing digital solutions where to do so adds value both to the supporter experience and organisational goals 15. Responsible for the management of income processing operations. Work with Finance colleagues to ensure agreed financial processes and policies are followed and that all activity is fully auditable. 16. Engender a climate of continuous quality improvement encourage team members to identify areas where quality of service could be improved and assist them to design and implement innovative solutions. 17. Work with the Data Manager and Database Administrator to ensure Mind s data is held securely, robustly and accessible only to those authorised to do so, in line with the requirements of their role with particular awareness of issues involved in managing personal data, data quality and data sensitivity. 18. With Supporter Care functioning as a hub for supporter contact, ensure the team has a broad understanding and knowledge of all Mind s customer-facing activity to enable them to provide excellent customer care to all supporters at all times. 19. Maintain a clear understanding of best practice in the field of supporter care, developing good working relationships with peers in the sector, monitoring external development and ensuring that the supporter care strategy at Mind adapts to change as needed. 20. Keep up to date with innovations, technical and otherwise, that can improve the experience for our supporters whilst also achieving the greatest efficiency and cost-effectiveness for the charity. This includes understanding the offerings of third party service providers and where these might best be employed by Mind. 2015 04 Supporter Care Manager JD+PS Page 3 of 8
21. Keep abreast of changes in Supporter Care issues, Gift Aid, Data Protection and other relevant legislations and keep own knowledge up to date and proactively inform the organisation as appropriate of any relevant changes and their implications. 22. Undertake any and all other reasonable and related tasks/objectives associated with this role. Expectations You will be expected to: A) Attend and contribute to team meetings, supervision, appraisal process, Mind staff training and any other training identified as appropriate for the post. B) Ensure that all responsibilities and activities within this post are consistent with the terms and spirit of Mind s policies. C) Occasionally travel to meetings in England and Wales and/or work unsociable hours, which may require the need for an overnight stay, evening and weekend work. D) Maintain an appropriate level of confidentiality at all times. E) Contribute to making Mind a greener workplace. F) Deputise for the Head of Data and Supporter Relations as required G) Have flexibility in undertaking the role. 2015 04 Supporter Care Manager JD+PS Page 4 of 8
Person specification: Supporter Care Manager Essential criteria Experience 1. Demonstrable and relevant management experience in Supporter Care/Customer Service within the voluntary and/or commercial sectors. 2. Demonstrable and relevant management experience of planning, implementing, developing and reviewing operational plans. 3. Demonstrable and relevant management experience of monitoring and evaluating operational plans, objectives and projects. 4. Demonstrable experience of developing policies and processes 5. Demonstrable experience of line managing staff including supporting and developing staff. 6. Demonstrable experience of managing budgets including forecasting, monitoring and managing targets. 7. Experience of providing excellent customer service and delivering on service level objectives across the organisation. 8. Experience of managing change at an operational level. 9. Qualified to degree (or equivalent) level in Business Studies, Management; Administration, Psychology or Marketing Skills 1. Excellent team working skills. 2. Excellent analytical and problem solving skills. 3. Excellent interpersonal skills including relationship building, influencing and negotiating with a wide range of people. 4. Excellent, oral and written communications including reports and proposals etc. 5. Flexible, adaptable and proactively responsive to change. 2015 04 Supporter Care Manager JD+PS Page 5 of 8
Knowledge 1. Excellent knowledge and understanding of Customer services policies, processes, legislation and procedures 2. Excellent knowledge and understanding of donations handling and processing legislation and procedures. 3. Experience of using appropriate IT suite and level of programmes associated with the role. 4. Understanding of and commitment to Mind s mission and values Desirable criteria 1. Experience of working in voluntary or third sector organisations. 2. Direct or indirect experience of mental health problems. 2015 04 Supporter Care Manager JD+PS Page 6 of 8
Mind (National Association for Mental Health) Additional information Supporter Care Manager Conditions of employment In the light of legislation [Section 8 Asylum and Immigration Act, January 1997], as a condition of being able to commence employment with Mind, the successful candidate will be required to provide documentation to prove that they are able to work in the UK. Such documents will include one or more of the following, as appropriate: National Insurance number Birth certificate or British passport Certificate of registration, or naturalisation as a British citizen Passport or documentation evidencing citizenship of an EEA country Probation The appointment is subject to a probation period of six months Salary Grade E of Mind's salary scales. Starting salary 34,824 per annum plus 2,992 per annum geographical weighting, followed by five annual increments to 39,903 per annum. Increments will be subject to annual review in accordance with Mind s procedures. Hours of work/flexible working hours A standard 35 hours per week within 8.00am to 7.30pm, Monday to Friday, excluding one hour break for lunch. Mind operates a flexible working hours scheme whereby members of staff can vary the time they start and finish work within the parameters agreed by their line managers. However, the core period of 10.00am to 4.00pm (excluding lunch break) are the times during which you must be at work. Time off will be given for work outside the standard hours. Overtime is not payable. How to submit your application Please submit: 1 x electronic copy of your personal details form 1 x electronic copy of your application form 1 x electronic copy of your monitoring form by email to recruitment@mind.org.uk stating reference 15-50 Closing date for completed application forms is: 12 noon on 27 May 2015. 2015 04 Supporter Care Manager JD+PS Page 7 of 8
Response to advertisements for vacant posts has become extremely heavy resulting in an unacceptable increase in postage costs and a disproportionate amount of staff time used in processing applications. We regret, therefore, that it is now no longer possible to acknowledge receipt of application forms or to write personally to all applicants. Interviews are expected to be held on 11 June 2015. If you have made an application and have not heard anything by that date, you are asked to assume that your application has been unsuccessful. Should this be the case we would like to thank you for your time and effort in submitting your application and hope that this does not deter you from applying for other vacancies within Mind. 2015 04 Supporter Care Manager JD+PS Page 8 of 8