Job Introduction
Online Adviser
Full time, permanent
Salary: £29,479 per annum
Work from home
Closing date for applications: 9th November 2026 (23.59)
Interviews will take place online via video conference Week commencing 16th November
About Us
Founded in 1997, GamCare is the leading provider of information, advice and support for anyone affected by gambling harms. We founded and operate the National Gambling Helpline and provide structured support for anyone who is harmed by gambling.
The Role
Are you passionate about helping people and providing support through digital and online services?
GamCare is looking for motivated and resilient Online Advisers to join our growing Online Services team. This is an exciting opportunity to support people affected by gambling harms through a wide range of digital channels, helping individuals access advice, information and emotional support in a way that is safe, accessible and right for them.
Online support plays an increasingly important role in helping people reach support when they need it most. Our Online Services provide multiple ways for people to access help, including live chat, forums, chatrooms, email, online appointments, telephone support and self-guided resources. As an Online Adviser, you will work directly with service users across these channels, helping them understand their options, manage challenges and access appropriate support.
You will deliver person-centred support, undertake initial assessments, provide information and brief interventions, and help service users navigate their recovery journey. You will also contribute to the moderation of online communities and group activities, helping to ensure our digital spaces remain safe, welcoming and supportive environments.
This is a varied and rewarding role that combines direct service delivery with safeguarding, community moderation and continuous service improvement. You will work closely with colleagues, volunteers and specialist teams across GamCare to help deliver high-quality support and improve outcomes for people affected by gambling harms.
About You
You will be an excellent communicator with experience of delivering support, advice, customer service or interventions in a client-facing, digital or remote environment. You will be confident communicating with people from diverse backgrounds and able to build supportive and professional relationships through online channels.
You will be comfortable managing sensitive and sometimes complex conversations, maintaining professional boundaries and responding appropriately to safeguarding, welfare and risk concerns. An understanding of gambling harms, addiction, mental health or other related support needs would be an advantage.
We are looking for individuals who are passionate about helping others, committed to delivering high-quality services and eager to contribute to the continued development of innovative online support. You will be able to work collaboratively with colleagues, who enjoys learning, developing and helping to improve the experience of those accessing support through GamCare's digital services.
Working Hours
Online Services operate seven days a week between 07:00 and 00:30. Online Advisers work on a rota basis covering service hours Monday to Sunday, including evenings, weekends and bank holidays.
Flexibility is essential, as shifts will be scheduled across the operating hours of the service to ensure support is available whenever people need it.
Key Responsibilities
- Deliver high-quality information, advice, emotional support and brief interventions across a range of digital and online channels.
- Conduct initial assessments and identify the most appropriate support, information or referral pathway for service users.
- Facilitate and moderate online communities, chatrooms, forums and group activities, creating safe and supportive spaces for engagement.
- Identify and respond appropriately to safeguarding concerns, welfare issues and risk indicators, following organisational policies and procedures.
- Maintain accurate and timely records across relevant systems, ensuring all interactions are documented to the required standards.
- Work to agreed quality, productivity and performance standards, contributing to a consistent and positive service user experience.
- Support service improvement by providing feedback on user needs, emerging trends, digital engagement and opportunities for development.
- Contribute to the testing and implementation of new digital tools, resources and ways of working.
- Work collaboratively with colleagues, volunteers and specialist teams across GamCare to deliver integrated and effective support services.
- Participate in supervision, training, quality assurance and continuous professional development activities.
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.
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.
