Job Introduction
Shift Lead
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 a confident frontline leader who can bring calm, clear decision-making to a busy service and help others perform at their best?
We’re looking for Shift Leads to provide visible, real-time leadership across GamCare’s Helpline & Online Services. This is a hands-on operational role where you’ll be at the heart of service delivery, supporting colleagues, responding to changing demand and making sure our services remain safe, effective and responsive throughout your shift.
You’ll have the opportunity to make an immediate impact. Whether you’re coordinating staffing and resources, supporting someone with a complex contact, managing an operational issue or helping colleagues put new learning into practice, you’ll provide the leadership and direction needed to keep the service running effectively.
Working closely with Service Managers and colleagues across Helpline & Online Services, you’ll help create an environment where people feel supported, risks are managed appropriately and we continue to learn and improve.
The working hours are between 14:00 and 23:30. See PDF attached with the rota pattern that we are recruiting to.
About You
You’ll be someone who enjoys being close to frontline delivery and is comfortable taking responsibility and making decisions when priorities are changing.
You’ll bring experience of supervising, coaching or leading staff or volunteers, ideally within a helpline, charity contact centre, health, social care or support-service environment. You’ll have a practical understanding of safeguarding, risk and escalation, together with the confidence to support colleagues through complex or challenging situations.
You’ll communicate clearly, provide constructive guidance and remain calm and solution-focused when the service is busy. You’ll also be comfortable using operational information and data to identify issues and know when something needs to be escalated.
Most importantly, you’ll bring an inclusive and supportive leadership style, helping colleagues feel confident, connected and able to provide a consistently high-quality service.
Key Responsibilities
- Provide visible operational leadership and decision-making during shifts, ensuring services remain safe, responsive and effective.
- Monitor service demand, queues and staffing, coordinating people, breaks and resources to support service accessibility and performance.
- Act as a first point of escalation for safeguarding concerns, high-risk contacts, incidents, complaints and operational issues.
- Coach and support Advisers, Volunteers, Bank Staff and Sessional Staff, providing clear guidance, feedback and support during challenging contacts.
- Support effective handovers, induction and the implementation of SOP updates, learning and service improvements.
- Work collaboratively with Service Managers, Planning & Performance and wider teams to identify and escalate emerging staffing, demand, performance and operational risks.
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.
We may close the vacancy earlier once we've received enough applications, so we'd encourage you to apply as soon as possible.
