Job Introduction
Shift Lead – Helpline & Online Services
Salary: £35,375- paid hourly through agency
Temporary role | Immediate starts available
Home-based
Minimum availability: 3 days per week
Rota: Monday to Sunday, with shifts between 12pm and 11.30pm
Closing date: 3 November 2026, or earlier if sufficient applications are received
Are you an experienced leader who is calm under pressure, confident making decisions and passionate about supporting people to deliver a great service?
We’re looking for temporary Shift Leads to join GamCare’s Helpline & Online Services team, helping us provide safe, responsive and high-quality support to people reaching out to our services.
This is a hands-on operational leadership role. You’ll be there alongside our frontline teams during their shifts, providing guidance, responding to changing demand, supporting colleagues with complex situations and making sure the service continues to run effectively.
You’ll be joining a busy, supportive environment where no two shifts are quite the same and where good leadership can make a real difference.
What you’ll be doing
As a Shift Lead, you’ll help keep our services running safely and effectively throughout your shift.
You’ll:
- provide visible, supportive leadership to advisers, volunteers, bank and sessional colleagues
- coordinate staffing, breaks and resources in response to changing service demand
- support colleagues with safeguarding concerns, high-risk contacts and complex situations
- respond to operational issues and escalate concerns when needed
- provide coaching, guidance and constructive feedback to colleagues
- support new team members through induction and ongoing learning
- help ensure our procedures, safeguarding requirements and quality standards are consistently put into practice
- contribute to smooth handovers and effective communication across the service.
What we’re looking for
We’re looking for someone who can bring confident, compassionate leadership and who is comfortable working in a fast-moving frontline environment.
You’ll need experience of supervising, coaching or leading staff or volunteers, ideally within a helpline, charity contact centre, health, social care or support-service setting.
You’ll also be someone who:
- communicates clearly and gives people confidence and direction
- understands safeguarding, risk and appropriate escalation
- can remain calm and solution-focused when priorities change
- is comfortable making operational decisions during busy periods
- can support colleagues following challenging or high-impact contacts
- builds positive relationships and contributes to an inclusive, supportive team culture
- is confident using digital systems and operational information to understand what is happening within a service and respond appropriately.
Hours and availability
This is a temporary role, with immediate starts available.
We are looking for people who can provide at least three days' cover each week.
Shifts will be worked on a rota Monday to Sunday, between the hours of 12pm and 11.30pm, so you will need to be able to work flexibly across the rota.
Training and induction
You must be available to attend the initial training on:
- 24 November 2026, 10am–6pm
- 25 November 2026, 10am–6pm
- 26 November 2026, 10am–6pm
Following these sessions, you’ll move onto your standard rota. Your training, induction and support will continue as you settle into the role.
Interested?
Please submit your CV to apply.
Applications will be shared with our partner agency, who will contact suitable applicants about the next steps.
The role will close on 3 November 2026, or earlier if we receive enough applications, so we encourage you to apply as soon as possible.
If you’re looking for a temporary opportunity where you can use your leadership experience, support a committed frontline team and make a meaningful contribution to our services, we’d love to hear from you.
Appointment is subject to a DBS check. Applicants must have the right to work in the UK.
