Appointment of the Director of Client Delivery

Welcome

Thank you for your interest in being our Director of Client Delivery at Mental Health First Aid England.

As a social enterprise, we combine strong values, clear social purpose and a business minded approach. We exist to improve the mental health of the nation and we have just set our strategic direction until 2025. As a team, we are excited about this next stage in our journey.

This role is business critical and reports directly into me. The post holder will be a member of the executive team and play a key role in ensuring we provide an excellent client experience of our training and consultancy so that we can achieve our vision to normalise society’s attitudes and behaviours around mental health, by developing the skills we need to look after our own and others’ wellbeing.

As a concept Mental Health First Aid originated in Australia. Brought to England almost 15 years ago, Mental Health First Aid England was established as a Community Interest Company in 2009. Since then we have trained over 400,000 people in mental health awareness and Mental Health First Aid, and have grown our business to a turnover of £9.3m.

As an employer we aim to practice what we preach: we have recently achieved an Excellence in Wellbeing Award from Great Places to Work. Whatever your background, you must want to work in a business that cares passionately about mental health and wellbeing, about excellent customer service and about getting stuff done. You must be committed to building a diverse and inclusive workforce where everyone can thrive. You will be able to demonstrate a strong track record of being customer focused, sound judgement and translating good ideas into action.

If you think you could make a difference and help us in our mission to improve the mental health of the nation, I look forward to receiving your application.

Simon Blake
Chief Executive

About

Who we are
MHFA England is led by our Chief Executive, Simon Blake OBE, and our executive team: Fionuala Bonnar, Sarah McIntosh, Caroline Hounsell, Eleanor Miller and Julian Kenny. Our governing board is chaired by Mark Watson-Gandy and Lord Patel of Bradford is a patron.

Our team of experienced National Trainers have trained and mentored 1,800 instructors across England who work independently to deliver MHFA England courses in their communities. We also offer in-house training and consultancy directly to organisations through our Commercial Team.

Our history
MHFA training courses were first developed in Australia in 2000. In the years since, it has evolved into a global movement with licensed programmes in 25 countries and counting. Over 2.6 million people have been trained in MHFA skills worldwide. You can find out more about international MHFA programmes here.

MHFA came to England and was launched under the Department of Health: National Institute of Mental Health in England (NIMHE) as part of a national approach to improving public mental health.

In 2009 we became a community interest company which allows us to be fully self-funded. We have since expanded our product range to offer tailored courses for supporting young people, students in higher education, people with learning disabilities, and the Armed Forces community, as well as the general adult population.

What we do
Transform the workplace to be healthy at work and help create a healthier society. Reinvest profit in working with young people, by training those who work with young people who wouldn’t otherwise be able to afford it.

Our vision
Our vision is to improve the mental health of the nation.

Our mission
Our mission is to train 1 in 10 people, the tipping point for a widespread and long term change in society.

 

The role

Director of Client Delivery


AQ521
Team: Commercial Development
Responsible to: Chief Executive Officer
Location: London Office of MHFA England

Overall purpose of the role
This role will lead the exciting development of new and existing client relationships through the delivery of our leading-edge mental health and wellbeing training and consultancy services.

With a strong focus on creating amazing customer experiences you’ll help our clients to deliver impact in their workplaces that create a culture of positive mental health and wellbeing for their people.

As an experienced commercial leader, you’ll use your entrepreneurial and creative skills to lead the development and delivery of an ambitious commercial business plan that achieves significant levels of income growth for MHFA England.

Key Responsibilities

Strategic Planning

  1. As a Director of MHFA England, work with the Executive and Non-Executive Directors to drive the overall success of MHFA England and the delivery of our exciting and ambitious new strategy.
  2. Develop and implement a commercial business plan to support the delivery of the new strategy and achieve ambitious levels of income growth.
  3. Market research and analysis to identify and create new business opportunities.
  4. Work with the Director of Finance to ensure pricing and discounts are attractive and optimise profitability.
  5. Monitor the performance of commercial activities and report on the progress of key performance indicators.
  6. Manage a large budget and ensure adequate resourcing for the department.

Relationship Management

  1. Ensure that our approach to client delivery creates amazing customer experiences and relationships that drive high levels of satisfaction and advocacy.
  2. Develop exceptional relationships with the senior leaders of our global and larger existing and potential clients.
  3. Understand existing and potential clients needs to inform our product innovation and development cycle to support clients with a whole systems approach to addressing their organisational needs around mental health and wellbeing.
  4. Work with our customer relationship managers, associates and other internal stakeholders to prepare and review client proposals and contracts.
  5. Oversee the delivery of multiple client delivery projects with our associates to achieve successful client outcomes.
  6. Develop a strong understanding of MHFA products and services, our competition in the industry, and positioning.

Team Management

  1. Lead the department to ensure motivated, high performing and engaged colleagues.
  2. Help to create and maintain a commercially focused customer-centric culture within the department and wider organisation.
  3. Provide clear communication and engagement between the central MHFA England team and our associates to ensure high-quality client delivery that reinforces the MHFA England brand, customer experience and values.

Other Responsibilities:

  1. Undertake other such duties in-line with the function of the post as required by MHFA England.
  2. Contribute to the overall delivery of the work of the directorate as well as the goals of MHFA England.
  3. Ensure that good practice, policy and brand guidelines are adhered to.
  4. Deliver all work within our equality and diversity framework.
  5. Agree and work towards personal performance objectives and targets, and participate in regular supervision and annual performance appraisal.
  6. Adhere to all of our policies and processes including our code of conduct.
  7. Actively participate in the wider life of MHFA England.

PERSON SPECIFICATION

The essential requirements of the role will form the criteria for shortlisting and selection.  Desirable characteristics may support decisions to shortlist candidates.  You do not have to identify every skill or all knowledge that will enable the person to be successful.
 

                               Essential                                     Desirable
Experience / Qualifications
  • Degree level qualification or equivalent experience;
  • Experienced senior leader/ Director; and
  • Experience of delivering revenue targets in a rapidly growing consultancy or sales environment.
  • Experience of leading income generation in the provision of training, development and consultancy products and services.
Knowledge
  • Financial sales modelling.
  • Knowledge of market trends in this sector; and
  • Knowledge of mental health and wellbeing in workplaces.
Skills/ Abilities
  • Strategic thinker;
  • Business acumen and know how;
  • Successful sales history;
  • Effectively manages relationships; and
  • Strong communication and IT fluency.
Competencies
  • Self aware, emotionally resilient and intelligent. Change ambassador; able to articulate change and bring people with them. Logical and efficient way of thinking.

 

 

 

 

Terms of appointment

This post is offered on a full time, permanent basis with a competitive salary depending on the successful candidate’s experience.

For a full list of MHFA rewards please click here.

How to apply

Anderson Quigley is acting as an advisor to Mental Health First Aid England. An executive search process is being carried out by Anderson Quigley in addition to the public advertisement.

Should you wish to discuss the role in strict confidence, please contact Rob Hilyer on +44(0)7719 325 771.

The closing date for applications is 9am on Monday 10th June 2019.

Applications should consist of:

  • A full CV;
  • A covering letter (maximum of 2 pages) setting out your interest in the role and details of how you match the experience criteria of the person specification;
  • Please include current salary details and the names and addresses of two referees. Referees will not be approached until the final stages and not without prior permission from candidates; and
  • As part of your application please complete an Equal Opportunity Monitoring Form.
  • Completed applications should be uploaded at www.andersonquigley.com/candidates using the reference AQ521.

Appointment Timetable

Closing date Monday 10th June 2019
AQ initial interviews with candidates 17th and 18th June
Final Interviews Monday 1st July