Job Introduction
Full time, Fixed Term until April 2025
Salary: £34,850 (UK) £37,916 (London)
Work from home
Closing date for applications: Friday 22nd November
Interviews will take place online via Teams: w/c Monday 2nd December
The Role
This is an excellent time to consider your next career move at GamCare as we are recruiting a Flexible Helpline Team Leader. This role presents a great opportunity for someone who can work flexibly to support the Helpline teams, particularly when managing complex callers and ensuring safeguarding standards are consistently met. You will need a proactive attitude, strong communication skills, and the ability to adapt to changing service demands.
A key aspect of this role is the requirement to work on a short-term rota, which will change regularly based on the needs of the service. This flexibility is crucial to ensure we provide continuous coverage and support to those affected by gambling harm. It is a valuable opportunity to use your experience to deliver an effective, responsive, safe, and well-led service across varying shifts.
About You
As the successful candidate you’ll be a part of the Helpline Leadership Team, working with vulnerable groups such as those affected by gambling harm. You will be experienced in safeguarding practices and responding and managing different communication channels. You need to proactively complete tasks and make decisions within your agreed limits of responsibility, with excellent communication skills and the ability to provide constructive feedback.
Key Responsibilities
- Ensure that Helpline Advisers are supported when responding to contacts across all channels, leading on checks ins, check outs, team debriefs and ensuring there are appropriate resources and materials for staff to be able to function in their roles.
- Communicate effectively, sensitively, and empathetically with incoming callers, following GamCare’s policies and procedures.
- Daily monitoring of risk assessments and safeguarding attributes, following and embedding HR and Operational policies and procedures as required.
- To be responsible for the coordination of allocation of any call-backs, Forum and Chatroom and support a high standard of quality assurance, ensuring technical issues are reported to external providers.
- Attend team meetings, training, group supervision and any additional meetings requested by Helpline Team Manager/s.
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.
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.
