Helpline Service Manager

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Job Reference gamcare/TP/11924/348

Apply for this job Number of Positions: 1 Contract Type: Permanent Salary: £42,450 Working Hours: 35 Location: United Kingdom Closing Date: 10/11/2026 Job Category: Helpline Region / Division: Frontline Services Team

Job Introduction

Helpline Service Manager

Full time

Permanent 

Salary: £42,450 per annum

Home-based 

Closing date for applications: 10th November 2026 at 23.59pm

Interviews will take place online via video conference on 16th 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 an experienced operational leader who knows how to get the best from managers and teams while keeping quality, people and performance at the heart of service delivery?

 

We’re looking for a Helpline Service Manager to join GamCare’s Helpline & Online Services leadership team, taking responsibility for the leadership, performance and continuous development of a defined area of our Helpline service.

 

This is a key leadership role where you’ll lead and develop a team of Shift Leads, creating the conditions for their teams to deliver safe, effective and person-centred support for people affected by gambling harms.

You’ll provide clear direction and accountability while giving your managers the coaching, support and confidence they need to lead their teams well. Using performance insight, workforce information, quality findings and feedback, you’ll help turn wider service priorities into meaningful action and ensure improvements are embedded into everyday practice.

 

You’ll work closely with colleagues across Helpline & Online Services and wider GamCare teams, helping us maintain a consistent, responsive and high-quality service within a 24-hour, 365-day operating environment.

 

There are two roles available one working core hours of 7am-3pm and the other 1pm-9pm.  Please state in your supporting statement which role you are applying for.

 

About You

 

You’ll be an experienced people leader who is comfortable leading through others, creating accountability and supporting managers to grow their confidence and capability.

 

You’ll bring experience of leading managers, team leaders or supervisors within a complex operational environment such as a helpline, contact centre, health, social care or commissioned service. You’ll understand how strong people management, effective workforce planning, quality assurance and operational performance come together to deliver a great service.

You’ll be confident using data and insight to understand how teams are performing, identify risks and priorities, and take action where things need to improve. You’ll also be comfortable having constructive conversations around performance, attendance, conduct, wellbeing and service standards.

Importantly, you’ll be a visible and supportive leader who can build trust, remain calm when managing complex situations and lead teams positively through change.

 

Key Responsibilities

 

• Lead, coach and develop Shift Leads, creating clear accountability for people management, service quality and team performance.
• Monitor operational and workforce performance, using data, quality findings and service insight to identify risks, priorities and opportunities for improvement.
• Oversee workforce effectiveness across your service area, working collaboratively to address staffing pressures, capacity challenges, absence and other operational risks.
• Provide management oversight of safeguarding, risk, incidents, complaints and quality, making sure learning leads to practical improvements in service delivery.
• Lead and support people-management activity, including performance, attendance, wellbeing, employee relations, recruitment, development and organisational change.
• Work collaboratively across GamCare to turn service strategy, learning and improvement priorities into consistent day-to-day practice.

 

Benefits You Can Enjoy

 

• 33 days basic annual lea