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We are looking for a Customer Experience Lead to be responsible for leading the delivery, performance and continuous improvement of MHFA England's customer experience and business processes; ensuring customers and stakeholders receive brilliant, efficient and consistent support across all interactions.

The role combines reactive operational leadership with proactive strategic improvement. It leads the Customer Support function, providing operational leadership for the delivery of high-quality customer service, managing escalated issues and ensuring service standards are consistently achieved. Alongside this, the role leads process improvement and optimisation and champions customer experience best practice across the organisation.

Working collaboratively with colleagues, customers, and stakeholders, this role will lead the development of the organisation’s processes and customer journeys, identifying and designing improvements to ensure excellent, accessible, and inclusive customer experiences while driving efficiencies.

This is a hybrid role with travel to Central London up to twice a month, where you’ll collaborate with colleagues to support our mission and ensure every customer has a positive experience.

Please refer to the Job Description for full details of the role.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you require any adjustments, whether that's receiving documents in alternative formats (such as large print, Braille, or audio), applying via a different method, or needing support during interviews, please let us know. We’re happy to accommodate individual needs to ensure everyone has an equal opportunity to apply and succeed. If you’d like to discuss accessibility or request adjustments, please contact us via Charity Job or the MHFA England website.

Application notes

In your cover letter, please can you provide evidence of the following.

- Experience managing a customer service, customer experience, or service delivery function, including direct line management responsibility

- Leading a team through a significant change or improvement project

Max. 500 words per question

Please note that applications without this information will not be accepted.

About MHFA England

MHFA England is a social enterprise and the leading provider of mental health skills and awareness training courses in England. Our vision is to create a nation where everyone's mental health matters by creating mentally healthy workplaces where people, communities, and businesses thrive.

Looking after you 

Wellbeing is at the heart of all that we do and say; we are a friendly and supportive organisation. We are committed to rewarding our employees with competitive pay, a flexible and supportive workplace, opportunities to grow and develop, and our promise that we will put your wellbeing first.