Our vision is to improve the mental health of the nation.
We all have mental health. Better mental health is good for everyone and recognising this is good for society.
We want a society where everyone can thrive. We believe in zero stigma surrounding mental health. We want mental health to be openly discussed and supported.
We want our training to create an unshakable belief that we can all talk freely about mental health and seek support when we need it. We will achieve this through our mission to train one in ten people in mental health awareness and skills.Want to join us?
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.
See our full list of benefits below:
We have an unwavering commitment to diversity, to enable each and every one of our people to have a full sense of belonging within and across our organisation. Our people are empowered to bring their whole selves to work and celebrate diversity in all its glory. We run regular lunch and learn sessions to explore and stay educated on a range of diversity, inclusion and equality topics.
It is our collective responsibility to create and sustain an inclusive environment. Our Inclusion Network advocates for diversity and accessibility across the organisation and ensures that everyone has an opportunity to be heard.
We celebrate key moments and events, such as Pride in London, Black History Month and International Women’s Day because they reflect the diverse makeup of our people. We recognise that our diversity makes us stronger, more innovative, more creative and this all helps us in better serving our people, our customers and our communities.
We are an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, pregnancy or maternity leave status. We are especially keen to encourage applications from people currently underrepresented within the organisation, including but not limited to people from the LGBT+ community, people with disabilities, and people from a Black, Asian or Minority Ethnic background.
Are you with us?
Part of the way we achieve change is by role modelling best practice as a workplace. Our awards and accrediations include:
Great Place to Work: UK's Best Workplaces 2020
We were named one of the UK’s Best Workplaces™ 2020 (Medium category - 51-250 employees) by Great Place to Work®.
Great Place to Work: Excellence in Wellbeing
We are delighted to receive this award recognising our culture, rewards, and support given to staff.
Disability Confident Leader
We achieved Leader status this year demonstrating our approach to recruiting and retaining people with disabilities and health conditions.
Mindful Employer
By being a Mindful Employer we demonstrate our commitment to supporting our employees.
London Living Wage employer
We are an accredited London Living Wage employer which means we pay all our employees a wage they can live on.
London Healthy Workplace Charter
In 2017 we achieved the London Healthy Workplace Charter - Achievement Level, which recognises organisations with a more advanced and comprehensive approach to employee wellbeing.We decided not to complete this in 2018 as we are working towards the excellence level.
2017 BAME100 Board Talent Index
Our then CEO Poppy Jaman was recognised in the BAME100 Board Talent Index 2017, a list of 100 black, Asian and minority ethnic (BAME) professionals, compiled to celebrate a range of achievements and contributions.
2017 FT 1000: Europe's fastest growing companies
In 2017 we were recognised in the FT 1000 as one of Europe's fastest growing companies. We continue to grow but no longer meet the criteria for a small company!
We are a member of the Association of Mental Health Providers, a membership organisation for policy makers and the national voice on consultations, discussions and commissioning for mental health.
We are a member of Equally Well UK, working to bring about equal physical health for people with mental illness.
See below or visit our employer profile at charityjob.co.uk for current vacancies at our head office in central London.
Please note we can only accept applications with a cover letter.
Whilst not mandatory, we would like to encourage all applicants to complete our equal opportunities monitoring form so that we can assess our performance.
If you are concerned about how your data will be stored, accessed or shared, please be reassured that it will be kept strictly confidential at all times and in accordance with the Data Protection Act 2018. It will not be accessible to anyone outside of our designated authorised personnel and will be used to monitor the effectiveness of our employment policies so that we can improve where required.
This information will be used for statistical purposes only and you will not be identified in any way.
MHFA England is a social enterprise and the leading provider of mental health skills and awareness training courses in England. Our vision is to improve the health of the nation, through normalising society’s attitudes and behaviours around mental health, by developing the skills we need to look after our own and others’ wellbeing. Learn about our social mission and our history by reading our ‘what we do’ section on our website.
What are we looking for?
We are looking for individuals who can provide high quality, efficient service to MHFA England’s customers. You will have the ability to respond to customer queries across multiple channels and offer appropriate solutions in line with agreed SLAs, whilst maintaining accurate records of all customer interactions. As first point of contact, the role holders will play a key role in ensuring our customers are engaged and receive an exceptional service from the first interaction.
You will be able to:
•Respond to queries through different customer support channels, using questioning and listening skills to identify appropriate solutions within agreed SLAs, policies and processes •Provide accurate information using the right methods, tools and resources intended for internal and external purposes •Resolve issues and complaints by providing alternative solutions within time limits and following up to ensure resolution •Maintain detailed records of customer interactions and update records according to company policy •Monitor shared inbox and answer or allocate enquiries to appropriate staff •Respond to enquiries via phone and email, and escalate to staff as appropriate •Develop good working relationships with other teams and peers to provide effective support
You will have:
•Experience answering customer queries via telephone and email •Experience working in a fast-paced environment •Knowledge of CRM systems and data handling •Good attention to detail and ability to input information accurately
Desirable skills:
•Awareness of mental health and wellbeing in the workplace •Flexible and willing to learn new techniques, systems and processes
Looking after you
Wellbeing is at the heart of all that we do and say, we are 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.
What we offer:
• 25 days annual leave plus bank holidays
• Two wellbeing breaks, in summer and winter
• Free Mental Health First Aid training
• Employee Assistance Programme with a 24-hour helpline from Health Assured, occupational health and counselling
• Free flu jab to protect your health in winter
All benefits included in our 'What we offer you' section on our careers page.
Interested? How to apply
For the job description please see the posting on Charity Jobs or email humanresources@mhfaengland.org
To apply, please answer the following questions and submit along with your CV. Your answers should be 200 words maximum. The closing date for applications is 4th February 2021.
• What experience and skills do you have that make you suitable for this role?
• Tell us about a time you have provided outstanding customer service
• Write an email to ‘Emma’ who is interested in attending an Online Mental Health First Aid Adult course. She wants to know how much the course costs, where she can find further information about the course, and how to book on.
Please note that telephone interviews will be taking place during the application window. If successful, you will be invited for a virtual interview following the closing date.
By applying for this job you are confirming that you have read the MHFA England Privacy Notice and accept the conditions under which your details will be processed.