Job Introduction
Helpline Adviser – Helpline & Online Services
Salary: £29,479 (paid hourly through agency)
Temporary role | Immediate starts available
Home-based
Minimum availability: 3 days per week
Rota: Monday to Sunday, with shifts between 12pm and 11.30pm
Closing date: 3 November 2026, or earlier if sufficient applications are received
We’re looking for temporary Helpline Advisers to join GamCare’s Helpline & Online Services team, supporting people affected by gambling harms.
Every conversation is different. Someone might be reaching out for information, struggling with the impact gambling is having on their life, worried about somebody close to them, or simply unsure where to turn next.
As a Helpline Adviser, you’ll provide a safe, supportive and non-judgemental space, helping people understand their options and access the right support.
What you'll be doing
You'll support people across a range of channels including telephone, live chat and WhatsApp, providing information, emotional support and brief interventions.
You'll:
- listen and respond with empathy to people with a wide range of needs
- help people explore the impact gambling is having on them and identify positive next steps
- provide clear information, advice and support
- connect people with further treatment and services when appropriate
- recognise potential safeguarding and welfare concerns and take appropriate action
- support people who may be distressed, vulnerable or experiencing difficult circumstances
- maintain clear and accurate records of your contacts
- work alongside colleagues to provide a consistent, high-quality service
- take part in ongoing learning, coaching and reflective practice.
What we're looking for
You don't necessarily need previous experience specifically within gambling support. We're interested in the skills and experience you can bring and your ability to connect with people.
You'll need previous experience of providing support, advice, guidance, customer service or interventions, ideally within a helpline, online service, health, social care or similar environment.
We're looking for people who:
- are naturally empathetic and excellent listeners
- can build rapport while maintaining appropriate professional boundaries
- communicate confidently both verbally and in writing
- can remain calm and make sound judgements when conversations are challenging
- understand the importance of safeguarding, confidentiality and accurate record keeping
- are comfortable providing support through both telephone and digital channels
- can respond positively to feedback, coaching and learning
- are resilient, adaptable and comfortable working in a busy service
- value inclusion and can support people from a wide range of backgrounds and experiences.
Most importantly, you'll understand that behind every contact is an individual person whose circumstances are unique, and you'll be committed to making sure they feel heard and supported.
Hours and availability
This is a temporary role, with immediate starts available.
We are looking for people who can provide at least three days' cover each week.
You'll work on a rota Monday to Sunday, with shifts falling between 12pm and 11.30pm. You'll therefore need to be able to work flexibly across these operating hours.
Training and induction
You'll need to be available to attend all three initial training days:
- 24 November 2026, 10am–6pm
- 25 November 2026, 10am–6pm
- 26 November 2026, 10am–6pm
Once you've completed the initial training, you'll move onto your standard rota. Your induction, training and support will continue while you build your knowledge and confidence in the role.
Ready to apply?
Please submit your CV to apply.
Our partner agency will then contact suitable applicants to discuss the next steps.
Applications close on 3 November 2026. However, we may close the vacancy earlier once we've received enough applications, so we'd encourage you to apply as soon as possible.
If you're a great listener, comfortable supporting people through difficult conversations and want to use your skills in a role where every contact has the potential to make a difference, we'd love to hear from you.
Appointment is subject to a DBS check. Applicants must have the right to work in the UK.
