Income and Fulfilment Coordinator

About the team

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

Will you join us?

The Income and Fulfilment team is central to Mind's ability to raise money for our work ensuring people with mental health problems get support and respect.

This team processes Mind's fund-raised income, ensuring that we accurately collect supporter information and follow data processes that enable Mind to provide a great experience for supporters. This team makes sure that the people who support Mind get the materials they need. We collect the data fundraising teams need to raise money, and we help ensure that each person who raises money is thanked for their support.

Mind is working hard to continuously improve the experience of everyone who supports Mind's work, and we're looking for people who understand how attention to detail, robust processes and problem solving can make a huge difference to how people feel when they choose to support Mind.



Key duties and responsibilities

The post holder will:

-deliver accurate, timely, and compliant data processes

-process income received by Mind in a compliant, accurate and efficient way

-ensure all income is accounted for and reconciled - working closely with colleagues across fundraising and finance

-maintain data integrity within CRM systems, reconciling income, and safeguarding supporter information

-manage a high volume of queries, taking initiative to resolve issues and identify solutions

-carry out coding checks across multiple income sources and a high volume of transactions

-support the team manager in building strong relationships with Mind's third party providers for response handling and fulfilment within fundraising

-ensure suppliers are held to account and deliver the standards expected

-identify fundraising and supporter engagement opportunities (e.g. gift aid)

-optimize processes for supporter retention and help deliver fundraising targets

-proactively seek ways to improve the supporter experience

-identify and share supporter feedback

-use key performance indicators to monitor performance and develop personal skills and behaviours.

We'd like to hear from you if you have:

-A strong understanding of data governance principles, data protection and fundraisingregulations.

-Proficiency in CRM systems for data integrity, troubleshooting, and supporterrecord management.

-Experience in data processing, reconciliation, and maintaining accurate records.

-The ability to plan workload to meet high volume tasks and meet deadlines.

-Adaptability and a proactive approach to process improvement.

-The ability to communicate issues to stakeholder teams and work with stakeholders to resolve issues.

-The ability to develop and maintain process documentation and ensure compliance.

-High attention to detail and accuracy in data entry and validation.

-Strong analytical and problem-solving skills to identify trends and improvement opportunities.

-Excellent organisational skills to manage workflows and meet deadlines.

-A collaborative and inclusive approach, promoting equity, accessibility, andcontinuous improvement.

-Adaptable, solution-focused, and committed to learning and innovation.

This role will also require you to undergo a DBS check.

Hybrid working: Based in our London office with a hybrid working arrangement. Employees are expected to attend the office 2 days per week, with flexibility depending on business needs.



Mind's equity statement

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 Role Profile while completing your application as candidates will be shortlisted based on how closely they match the criteria in the personal specification.