Job Introduction
Online Service Manager
Full time, permanent
Salary: £42,450 per annum
Home based
Closing date for applications: 2nd November 2026 (23.59)
Interviews will take place Week commencing 11th November 2026
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
As our Online Service Manager, you’ll have the opportunity to lead and grow GamCare’s Online Services, shaping how we connect with people and creating digital support that is accessible, responsive and designed around the people who need us.
This is a role for someone who sees possibility. You’ll take what we have today and help us think bigger about what comes next: how we reach new audiences, strengthen our online communities, make better use of digital technology and create engaging ways for people to access help and support.
You’ll lead a passionate team of staff and volunteers, bringing people together around a clear vision for online services. You’ll encourage new ideas, use insight and evidence to make things better and create the conditions for people to do their best work.
You’ll also be part of the Helpline & Online Services Leadership Team, working alongside colleagues across the service to make sure our channels work together and people can access the right support in the right way.
This is a brilliant opportunity for a creative, ambitious service leader who wants to build something, influence what comes next and make a tangible difference to the way people experience support.
About You
You’re a forward-thinking leader who gets excited about the potential of digital services to reach people differently.
You may have built, grown or transformed an online or digitally enabled service before, or helped take an established service in an exciting new direction. You know how to bring people with you, turning ideas and insight into practical improvements.
You’re equally comfortable leading people, exploring new ideas and making evidence-led decisions. You understand what makes a great digital experience and know that innovation only matters when it genuinely improves things for the people using a service.
You’ll be curious, collaborative and confident working across boundaries. You’ll enjoy developing partnerships, solving problems and asking “what could we do better?”
You’ll also understand the responsibility that comes with delivering support to people who may be vulnerable, balancing innovation and ambition with quality, safeguarding and sound judgement.
If you’re looking for a role where you can lead, innovate and help shape the next chapter of online support, we’d love to hear from you.
Working Hours
Online Services operate across an extended service day, with support available until 00:30. While this role does not work on the operational rota, flexibility is required to provide leadership and management oversight across the service. The core working pattern for the role will typically fall between 09:00 and 20:00, with occasional variation to support service priorities, team engagement, organisational activities and stakeholder meetings.
Key Responsibilities
- Lead and develop GamCare's Online Services, ensuring people affected by gambling harms can access safe, effective and engaging support through a range of digital channels.
- Drive the growth and continuous improvement of online support, identifying opportunities to enhance user experience, increase engagement and expand the reach of services.
- Work collaboratively with teams across Helpline & Online Services, User Experience, Planning & Performance, Volunteering, Digital, Data and Technology to develop and deliver joined-up service improvements.
- Lead, support and develop a team of staff and volunteers, creating a positive, high-performing culture focused on quality, innovation and service user outcomes.
- Use insight, feedback and performance information to inform decision-making, improve service delivery and shape the future direction of online support at GamCare.
- Champion innovation and new ways of working, helping to develop and embed digital tools, platforms and resources that enhance the support available to those experiencing gambling harms.
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.
