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Supporter Relations Senior Officer – Complaints Lead job in London at Mind

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Supporter Relations Senior Officer – Complaints Lead at Mind

Supporter Relations Senior Officer – Complaints Lead

Mind London, Greater London Contractor
Salary £34,424 - £40,186 (+ Location Weighting)

Fixed Term – 12 Months – 35 Hours

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.

Will you join us?

We are looking for a complaints’ specialist with in-depth experience of resolving supporter/donor/customer complaints and feedback management and resolution, achieving KPI’s whilst meeting our internal and external regulatory obligations. If you are fulfilled by ensuring that the voice of the supporter/donor/customer coming through the complaints system shapes and facilitates decision making, supporting the organisation to deliver on its strategic ambitions, within a volatile and challenging environment, then this role is for you.

Reporting to the Supporter Relations Manager – Supporter Care, you will be responsible for handling supporter/donor/customer complaints received by any channel and for facilitating feedback to the organisation as necessary.

You will ensure that effective systems and processes are in place to manage complaints and provide robust governance and oversight.

You will need:

  • Proven experience of delivering effective customer service and supporter care
  • Significant experience of handling challenging and complex queries/complaints, remaining professional and acting in line with appropriate policies and procedures.
  • Experience of working on a helpline type environment
  • Excellent communication (written and verbal) and interpersonal skills with experience of producing reports and presentations for various audiences including a senior audience.
  • Clear understanding of confidentiality, the Data Protection Act and GDPR, in relation to written materials and computerised materials and processes
  • Strong analytical skills, able to analyse information effectively (including complaints/feedback information), identifying the themes and propose realistic and practical solutions to address them based on knowledge and understanding of an organisation and its operating environment

Closing date: 21st August 2022

Mind reserve the right to close the vacancy to applications earlier, should we receive a high volume of strong candidates – therefore we encourage an early application.

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.

Recommended Skills

  • Analytical
  • Communication
  • Confidentiality
  • Customer Service
  • Data Protection
  • Decision Making
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Job ID: MIND137778