Job Introduction
Service Improvement Facilitator
Full time
Permanent
Salary: £35,375 per annum
Home-based
Closing date for applications: 10th November 2026 at 23.59pm
Interviews will take place online via video conference on 18th 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 passionate about turning learning and insight into practical improvements that make services better for both colleagues and the people they support?
This is an exciting opportunity to join GamCare as a Service Improvement Facilitator, working across our Helpline, Online Services and Volunteering teams. You’ll play an important role in taking learning from areas such as performance, quality reviews, audits, complaints, incidents, safeguarding and service-user feedback and turning it into practical, engaging learning and improvement activity.
This is a role where you can see the impact of your work. You’ll design and deliver workshops, briefings, coaching and practical resources that help colleagues translate policies, procedures and recommendations into everyday practice. You’ll also help us understand whether changes have genuinely become embedded and where further support or improvement may be needed.
Working collaboratively with operational teams and colleagues across Learning & Organisational Development, Quality and Safety, you’ll help us build a culture where learning leads to meaningful and sustainable service improvement.
About You
You’ll enjoy taking information, evidence and recommendations and making them clear, practical and engaging for others.
You’ll bring experience of designing and delivering training, workshops, briefings, coaching or facilitated learning within an operational environment, alongside an understanding of how effective learning can support service improvement and organisational change.
You’ll be a confident facilitator and communicator who can adapt your approach for different audiences, encourage reflection and constructively handle challenge. You’ll also be comfortable working with different teams and stakeholders, influencing others and supporting change even where you don’t have direct line management responsibility.
You’ll be organised, collaborative and curious about what works. Crucially, you’ll be interested not just in delivering learning, but in understanding whether it has made a difference in practice.
Key Responsibilities
- Design and deliver engaging workshops, briefings, coaching, scenarios and other practical learning interventions for operational teams.
- Turn learning from performance, quality reviews, complaints, incidents, safeguarding activity and service reviews into clear and practical improvements.
- Support colleagues and managers to embed new or updated SOPs, guidance and ways of working into everyday practice.
- Evaluate whether learning and service improvements have been successfully embedded and identify where further action may be needed.
- Facilitate reflective learning and team discussions that encourage shared learning, consistency and continuous improvement.
- Work collaboratively across operational teams, Learning & Organisational Development, Quality and Safety and other colleagues to ensure learning activity responds to service priorities.
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
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.
We may close the vacancy earlier once we've received enough applications, so we'd encourage you to apply as soon as possible.
