Senior Customer and Systems Officer

Rethink Mental Illness are seeking an experienced Senior Customer and Systems Officer to join our friendly Workplace Mental Health & Training Team. 
Imagine being part of an organisation whose common purpose is to help those who are severely impacted by mental illness. We believe that everyone should be treated with respect and dignity – and that’s why equity is one of our core values. 
 

TEAM OVERVIEW:

Mental health training and workplace services are some of the key ways we are changing the experience for people affected by poor mental health across the UK. 

We constantly adapt and evolve our services and work, to reflect societal climate as well as best practice. We encourage innovation and bespoke products, to support teams in implementing genuine changes in their work. We work flexibly and collaboratively across different services and departments to support each other and provide individual skills and expertise.

We know how vital employment can be for people, both mentally and practically in terms of providing purpose and financial stability. Our award winning Into Work programme is a new holistic employment service providing wraparound support to help people living with mental health conditions back into employment. 

ROLE OVERVIEW:

Leadership & Oversight:

• Manage all administrative processes, systems, and procedures for the Workplace Mental Health and Training team.
• Drive service quality through continuous improvements to customer journeys and workflows.

Customer Engagement:

• Promote training and consultancy services with confidence to clients and stakeholders.
• Build and maintain strong customer relationships.

Team Support & Development:

• Train and support staff on internal systems, including the bookings system.
• Provide line management support to the team Administrator.

Essential Skills and Experience:

• I have at least 2 years’ experience within a lead administrative or customer services role, ideally within a training, events or client relationship management setting.   
• I have experience of leading on systems and processes
• I have line management experience or experience of supervising/supporting junior colleagues. 
• I have experience of planning for and undertaking projects, setting milestones and seeing them through from beginning to end using a project management approach. 
• I have strong report-writing and presentation skills and experience, together with a familiarity with common software packages such as Microsoft Office.  
• I am committed to the development of myself and those I manage, always looking at ways to improve and to learn new skills. 
• I am self-motivated and have a proactive approach to solving problems. 
• I am highly organised, with excellent time management skills and the ability to multi-task and prioritise work. 
• I have very strong attention to detail. 
• I am able to work effectively as part of a team with a flexible approach to undertaking a wide variety of tasks. 
• I have excellent verbal and written communication, active listening and interpersonal skills. 
• I explore and communicate changes and improvements sensitively and effectively with all stakeholders including my team members. 

Caring for our people. 
We offer a wide range of support. Some of our benefits include: 
•    PULSE – our recognition, rewards, wellbeing, and benefits platform. Providing access to thousands of discounts and benefits including cashback; reloadable cards; savings etc. As well as being able to thank colleagues and nominate them for awards. 
•    Wellbeing support: our Wellbeing hub gives physical, emotional, and mental health support. We also have an Employee Assistance Programme with access to appointments. 
•    Taking time for you: We have generous annual leave, starting at 25 rising to 30 days, plus bank holidays (some roles may require working on bank holidays) as well as your birthday off. We also offer the opportunity to buy and sell annual leave. 
•    Planning for the future: We have a contributory pension scheme. 
•    Structured Corporate Induction: Onboarding you into the Charity supporting your wellbeing along the way. 
•    £300 when you introduce a Friend: receive up to £300 when you introduce a friend or family member. 

Who are we? 
We’re Rethink Mental Illness, a leading charity provider of mental health services in England. We support thousands of people through our groups, services, policy, campaigns and advice and information. Our work supports us in delivering on our mission: “A better life for everyone severely affected by mental illness.” 
It is an exciting time to join our growing charity. We are on a transformation journey, one that supports the delivery of the organisation strategy – delivering Communities that Care. Supporting employees, managers and leaders through this change is a key priority for the People function. Just like its key that we attract diverse people to come and work for us. 

Diversity, Equity, Inclusion 
Diversity is important to us and we appreciate difference through difference, inclusiveness and belonging. It gives us a deeper understanding of the world, our society and the diverse communities we’re working with. By including everyone, we are able to draw on the unique experiences and expertise of our people to help shape and enrich our workplace and improve our services. One way we are doing is through our valued staff networks which play a critical and highly valued role in keeping us focused on creating a diverse, inclusive and engaged employer.  We recognise and support staff networks and support groups for our ethnically diverse and LGBTQIA+ colleagues. We are also proud to have been awarded Disability Confident Employer status and are a signatory to the Business in the Community Race at Work Charter. 
 
We aim for our workforce to reflect the diversity of the communities we serve; for those who work for us to feel heard, valued and feel they belong; and for our work to help tackle wider mental health inequalities. We therefore actively encourage and welcome applications from everyone, including applicants with lived experience of mental illness, those who are Lesbian, Gay, Bisexual, Transgender, Queer or Questioning, Intersex, Asexual and any other gender identity not expressed here (LGBTQIA+); people who are neurodiverse, have a health condition, or a disability or hidden disability and people from an ethnically diverse background - regardless of your age, religious or spiritual belief, sexual orientation, marital status, veteran status, pregnancy, political view or socio-economic status.
 
Becoming a truly anti-racist organisation 
We have an ambition of become a truly anti-racist employer, campaigning organisation and service provider - and in our efforts to influence policy and wider societal factors impacting on mental health set out in our anti-racist statement . We have designed a multi-year anti-racist programme of work contained in our Race Equality Action Plan which demonstrates our intention to hold ourselves accountable and be judged on our progress on becoming a truly anti-racist organisation. You can read more about our progress here. 
We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

Please see further details on our Website
You can also follow us on Facebook / Twitter / Instagram and LinkedIn to find out more about the work we do!
If you have any questions about the position, please contact -recruitment@rethink.org