Helpline Adviser – Remote (UK)
Contract: Permanent, Full Time (35 hours per week, shifts between 7am and 3am)
Salary: £29,332 (UK) / £31,914 (London & Surrounding Counties)
Closing Date: 19 September 2025
Interviews: Online via video conference – week commencing 22 September
About Us
Founded in 1997, GamCare is the leading provider of information, advice, and support for anyone affected by gambling. We operate the National Gambling Helpline, provide direct support, raise awareness about safer gambling, and promote effective approaches across the gambling industry.
Job Description
We’re seeking dedicated Helpline Advisers to provide essential support to people impacted by gambling-related harm. As the first point of contact, you’ll offer advice, guidance, and emotional support via:
- Freephone Helpline
- Live Chat, WhatsApp, and other digital channels
- Forums and chatrooms
This role involves shift work (7am–3am) on a rotating schedule. You’ll receive full training, regular supervision, and CPD opportunities to support your development.
Key Responsibilities
- Provide compassionate advice and intervention to callers.
- Identify and manage safeguarding and risk issues.
- Moderate online support forums and chatrooms.
- Capture client data and contribute to service improvement.
- Work collaboratively with colleagues and external partners.
- Use IT systems confidently (call handling, CRM, communications tools).
About You
You will have either:
- A professional qualification in Health, Social Care, Psychology, Youth/Community Care (NVQ Level 3+, Diploma, Counselling, Addiction Studies, etc.), OR
- Demonstrable experience working with vulnerable individuals, particularly those affected by addiction or complex needs.
We also welcome applicants with lived experience of gambling-related harm, provided they bring professional experience and a strong understanding of safeguarding.
You should be empathetic, non-judgemental, and comfortable working with sensitive issues.
Benefits
- 33 days annual leave (including bank holidays, increasing with service)
- Generous pension scheme (6% employer, 2% employee)
- Discretionary company sick pay from day one
- 24-hour Employee Assistance Programme
Appointment is subject to a DBS check.
Application Process
- Click Apply Now and complete the online application form.
- Upload your CV and a supporting statement outlining how you meet the role requirements.
- Shortlisted candidates will be invited to an online interview.
Additional Information
GamCare is an equal opportunities employer. We welcome applications from people with lived experience. Please note, we can only provide visa sponsorship in very limited circumstances – applicants must have the right to work in the UK.
For adjustments during the application process, contact: recruitment@gamcare.org.uk
