Location: MyMind Offices, either based out of Dublin 6, Cork or Limerick
Salary: €37,616

Role Overview

The Customer Service & Operations Team Lead is a key role within the organisation. You will guide and support the Operations team in delivering a high-quality service to clients and mental health professionals (MHPs), while ensuring smooth day-to-day operations. This role is ideal for someone with strong people and organisational skills who can drive service excellence while supporting team development and cohesion.

Core Responsibilities

Team Leadership & Coordination

• Provide day-to-day oversight and coordination of the Operations team across all locations.
• Act as the primary point of contact for the Operations team, offering guidance, support, and escalation pathways as needed.
• Lead the onboarding and training of new Operations team members.

Customer and MHP Service Oversight

• Ensure timely, professional responses to client and MHP queries, resolving complex issues or escalating when appropriate.
• Monitor service quality and consistency across the team.
• Handle high-priority or sensitive queries directly or escalate to Management as needed.
• Maintain a strong understanding of MyMind’s services, policies, and platforms.

Onboarding of Mental Health Professionals (MHPs)

• Coordinate and deliver a structured onboarding experience for new MHPs, ensuring they are well-supported and informed about systems, processes, and expectations.
• Liaise with Clinical and IT teams to ensure a smooth start for MHPs.
• Ensure on-going credibility check for MHP are in place including Garda Vetting.

Facilities and Operational Support

• Oversee the smooth day-to-day running of centres in collaboration with the Operations team.
• Ensure issues with facilities are logged, escalated, and resolved in line with MyMind protocols.
• Support vendor coordination for maintenance, repairs, or service upgrades.
• Regular travel to other centres as required for facilities checks. 

Project and Process Support

• Support the implementation of internal and grant-funded projects by coordinating operational delivery.
• Contribute to process improvement initiatives and support cross-team collaboration.

Additional Duties (Depending on Experience and Organisational Needs)

Data & Service Analysis

• Monitor service KPIs and team performance metrics.
• Provide insights and recommendations to improve team effectiveness and client experience.

Reporting & Administration

• Prepare reports summarising trends, operational challenges, and team performance.
• Communicate updates and issues clearly with senior leadership.

Other Responsibilities

• Assist with other tasks or organisational initiatives as required.

Qualifications & Skills

• 2+ years of experience in a customer service, operations, or team leadership role.
• Excellent interpersonal and communication skills.
• Proven ability to lead and motivate a team in a fast-paced, service-focused environment.
• Organised and proactive, with strong problem-solving skills.
• Experience onboarding new staff and/or coordinating across departments.
• Familiarity with CRM systems and data reporting tools.
• A relevant degree (e.g., Business, HR, Psychology, or Operations) is desirable.
• Full, clean driver’s licence and access to a car is desirable.

Benefits

• 23 days annual leave
• Bike-to-Work Scheme
• Employee Assistance Programme
• Wellness Initiatives
• A supportive team and meaningful work in mental health
• Opportunities for growth and development

Schedule

• Monday to Friday
• 8-hour shifts on-site
• Some flexibility may be required depending on organisational needs