Job Introduction
Helpline Service Manager
Full time
Permanent
Salary: £42,450 per annum
Home-based
Closing date for applications: 10th November 2026 at 23.59pm
Interviews will take place online via video conference on 16th November 2026
About Us
Founded in 1997, GamCare is one of the leading providers of information, advice and support for anyone affected by gambling harms. It operates the National Gambling Helpline, delivers free treatment services across multiple regions in Great Britain, and raises awareness about gambling harms through a variety of prevention-based programmes.
The Role
Are you an experienced operational leader who knows how to get the best from managers and teams while keeping quality, people and performance at the heart of service delivery?
We’re looking for a Helpline Service Manager to join GamCare’s Helpline & Online Services leadership team, taking responsibility for the leadership, performance and continuous development of a defined area of our Helpline service.
This is a key leadership role where you’ll lead and develop a team of Shift Leads, creating the conditions for their teams to deliver safe, effective and person-centred support for people affected by gambling harms.
You’ll provide clear direction and accountability while giving your managers the coaching, support and confidence they need to lead their teams well. Using performance insight, workforce information, quality findings and feedback, you’ll help turn wider service priorities into meaningful action and ensure improvements are embedded into everyday practice.
You’ll work closely with colleagues across Helpline & Online Services and wider GamCare teams, helping us maintain a consistent, responsive and high-quality service within a 24-hour, 365-day operating environment.
There are two roles available one working core hours of 7am-3pm and the other 1pm-9pm. Please state in your supporting statement which role you are applying for.
About You
You’ll be an experienced people leader who is comfortable leading through others, creating accountability and supporting managers to grow their confidence and capability.
You’ll bring experience of leading managers, team leaders or supervisors within a complex operational environment such as a helpline, contact centre, health, social care or commissioned service. You’ll understand how strong people management, effective workforce planning, quality assurance and operational performance come together to deliver a great service.
You’ll be confident using data and insight to understand how teams are performing, identify risks and priorities, and take action where things need to improve. You’ll also be comfortable having constructive conversations around performance, attendance, conduct, wellbeing and service standards.
Importantly, you’ll be a visible and supportive leader who can build trust, remain calm when managing complex situations and lead teams positively through change.
Key Responsibilities
- Lead, coach and develop Shift Leads, creating clear accountability for people management, service quality and team performance.
- Monitor operational and workforce performance, using data, quality findings and service insight to identify risks, priorities and opportunities for improvement.
- Oversee workforce effectiveness across your service area, working collaboratively to address staffing pressures, capacity challenges, absence and other operational risks.
- Provide management oversight of safeguarding, risk, incidents, complaints and quality, making sure learning leads to practical improvements in service delivery.
- Lead and support people-management activity, including performance, attendance, wellbeing, employee relations, recruitment, development and organisational change.
- Work collaboratively across GamCare to turn service strategy, learning and improvement priorities into consistent day-to-day practice.
Benefits You Can Enjoy
- 33 days basic annual leave entitlement per annum (pro-rated for part-time colleagues) including bank holidays which increases with service.
- A generous Pension Scheme - we contribute 6% and you contribute 2%.
- Discretionary company sick pay after 6 months’ service.
- Employee Assistance Programme – 24-hour support
- Premium access to the CALM app for you and up to 5 dependents
This role requires a Basic DBS
GamCare are committed to offering the best support to people affected by gambling harms, as such we welcome applications from candidates with lived experience.
GamCare is an equal opportunities employer and doesn’t discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability. We are only able to facilitate visa sponsorship in very limited circumstances, so candidates outside of the UK or who don’t have the right to work in the UK need not apply.
We may close the vacancy earlier once we've received enough applications, so we'd encourage you to apply as soon as possible.
For any further information on the role or if you require any reasonable adjustments at any stage of the application or recruitment process, please contact recruitment@gamcare.org.uk and the team will be happy to help.
