About MyMind
MyMind is a multi-award-winning mental health charity committed to providing professional, affordable, and accessible therapy for individuals facing mild to moderate mental health challenges.
Our Vision: An Ireland where no one faces mental health challenges alone.
Our Mission: To positively change lives by providing professional, affordable, accessible therapy to anyone experiencing mild to moderate mental health challenges.
Role Overview
The Customer Service and Operations Specialist plays a key role in ensuring a smooth experience for clients and mental health professionals (MHPs), while supporting the operational efficiency of MyMind's centres. This is a dynamic, people-focused role with the opportunity to grow into data-driven and cross-functional responsibilities depending on your experience and organisational needs.
Core Responsibilities
Client and MHP Support
* Respond to client and MHP queries professionally and promptly, maintaining high satisfaction levels.
* Monitor and track interactions to identify recurring issues and escalate where needed.
* Develop a thorough understanding of MyMind's services and policies to provide accurate support.
Facilities Management
Oversee the day-to-day operations of your assigned centre to ensure smooth functioning.
· Report and escalate facilities issues in line with internal procedures.
· Coordinate with external vendors for maintenance, repairs, or upgrades when necessary.
Project Coordination
* Support the operational delivery of grant-funded or internal projects.
* Disseminate project-related information clearly to clients and MHPs.
* Monitor and adhere to project targets and procedures.
Additional Duties (Depending on Experience and Organisational Needs)
Data Analysis & Insights
* Analyse customer service and operational data to identify trends or inefficiencies.
* Track key performance indicators (KPIs), including customer satisfaction and issue resolution times.
* Provide insights to inform continuous service improvement.
Process Improvement
* Collaborate with teams such as Marketing, Finance, and IT to enhance workflows.
* Assist in implementing tools or systems that optimise operational efficiency.
Reporting
* Prepare detailed reports and dashboards summarising customer service and operational performance.
* Present data insights to management to support decision-making.
Other Responsibilities
· Perform additional tasks and provide support as required.
Qualifications & Skills
Minimum 1 year of experience in a customer service or operations role.
· Strong communication and interpersonal skills.
· Proficient in Microsoft Excel or Google Sheets, and comfortable using CRM systems.
· Analytical and solution-focused, with a proactive mindset.
· Experience with facilities or office coordination is an advantage.
· A relevant degree (e.g., Business, Operations, Data Analytics) is preferred but not required.
Benefits
· Bike-to-Work Scheme
· Employee Assistance Programme
· Wellness Initiatives
· Opportunity to grow and contribute to a purpose-led organisation
Schedule
· Monday to Friday
· 8-hour shifts
Job Type: Full-time
Pay: From €28,000.00 per year
Benefits:
* Bike to work scheme
* Wellness program
Work Location: In person