Operations and Service Delivery Support Lead

What We Do

Our mission is to provide mental help to everyone, everywhere. Tellmi is a multi-award winning fully moderated, anonymous, mental help app predominantly for young people aged 11-25. Tellmi safely enables young people to talk about difficult things and encourages them to help themselves, by helping each other. Beneath an engaging peer to peer social media feed, Tellmi integrates the latest psychological research to promote the development of protective factors such as emotional resilience, empathy, social skills, stress management and coping techniques. To fund the running costs of Tellmi we sell a variety of linked services to schools, universities, businesses and the NHS.

Your role

Your role will be to work with the operations and service delivery team to support new and existing customers. You will take the lead and be supported in delivering to one of our smaller contract areas to develop and grow your skills in account management. You will work across campaigns and projects to ensure objectives and outcomes are met, including increasing engagement on the Tellmi app and supporting our volunteer programme.

You are a people person and this role will involve meeting with our healthcare and education partners as well as delivering workshops and assemblies in academic settings. Some level of travel within the UK is to be expected.

Job Description

You will: 

• Ensure that you are fully informed and understand core issues around youth mental health and how that impacts our customers.

• Promoting the app and service to current clients and Tellmi users, including school workshops.

• Staying in regular conversation with your customers to fully understand their needs, and organise and host quarterly reviews meetings to provide an update, overview, and potentially talk through new opportunities Tellmi can support the client with that will increase the value the client receives from our service.

• Collate and report on feedback from clients internally to improve our processes.

• Ensuring all record keeping is up to date at all times using company CRM systems.

• Creation of quarterly reports

• Work with the operations and service delivery teams to meet your weekly/monthly targets.

• Support with other job related administration across teams which may include sending emails, setting up meetings, creating presentations, collating data, basic research and preparing and sending promotional materials. 

• Organising our volunteer team which will involve listing events, sending information to potential volunteers, delivering training and communicating reports.

• Support with managing our counsellors/therapists/moderators

• Travel to client sites as required.

Person Specification

You are confident, dynamic and approachable. You have a positive, upbeat manner and feel comfortable working in a small company experiencing rapid growth (i.e. always lots going on!). You share our internal values which are to be creative, caring, self-motivated and support our ambition to provide our users and customers with a service that is empowering and engaging. 

Essential skills and qualities

• Excellent standard of written and spoken English.

• Use of standard IT tools such as word processing and spreadsheets.

• Proactive and diligent.

• Organised and self-motivated to manage your workload effectively.

• Able to work independently. 

• At least a year of experience in a related field of work.

• Happy to have a varied set of responsibilities and tasks.

• An interest in mental health support.

• A real ‘people person’ – Able to engage with children and young people just as well as with stakeholders. 

• Qualified to a minimum of degree level or equivalent.

• A team player who is willing to be brave, to try and not be scared to fail.

Desired experience

• Familiar with GSuite tools (docs, sheets, etc).

• Any experience or studies/knowledge relating to mental health or peer support.

• Customer relationship building/account management.

What We Offer

• A degree of flexibility over working hours.

• Direct impact on our mission to improve the health and happiness of young people.

• Work alongside a highly creative and ambitious team.

• Performance reviews and opportunities to develop oneself in a multitude of different areas.

• Training in offering peer support, safeguarding, moderation and the Tellmi counsellor approach.

• A rare chance to work in a tech focused social enterprise which would highly benefit anyone with ambitions to become more entrepreneurial.

• An opportunity to experience different aspects of the business.

• Insight into a mental health support tool which would highly benefit anyone with ambitions to go into counselling or clinical psychology.

• Skill development.

• Additional wellbeing days.

Working Hours, Location and Travel

• You will regularly attend our London office near Waterloo, London.

• Internal meetings take place either at our office near Waterloo, London or Spitalfields, London.

• Expenses will be covered other than commuting to and from our offices.

Tellmi is committed to the safeguarding of unborn babies, children, families and adults. We aim to both protect users from harm and ensure that their right to confidentiality is properly upheld, in keeping with the law and good practice guidance. This role will involve obtaining an enhanced DBS check.