Employer: Gamcare
Position: Helpline Adviser
Salary: £29,332, London and Surrounding Counties: £31,914
Job Type: : Full Time, Permanent
Location: United Kingdom
FULL JOB DESCRIPTION
Helpline Adviser – Remote (UK)
Full time: 35 hours per week. Hours are between 7am and 3am
Closing date for applications: 19th September
Interviews will take place online via video conference – week commencing 22nd 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 for anyone who is affected by gambling, create awareness about safer gambling and support pathways, and encourage an effective approach to safer gambling within the gambling industry.
Job Introduction
We’re looking for dedicated Helpline Advisers to provide essential support to those affected by gambling-related harm. As the first point of contact, you’ll offer help, advice, and emotional support to individuals struggling with their own or someone else’s gambling.
You’ll work as part of our award-winning Helpline team (Helpline of the Year), following a rotating schedule with shifts running from 7am to 3am.
We provide comprehensive training, regular supervision, and a full CPD programme to support your development.
Support is offered through multiple channels, including our Freephone Helpline, Live Chat, WhatsApp, and other digital platforms such as forums and chatrooms. The Helpline operates 24/7, 365 days a year, ensuring support is always available.
If you’re passionate about making a real difference and comfortable working night shifts, we’d love to hear from you!
Key Responsibilities
- Provide continuous Helpline coverage throughout the night service, ensuring callers receive timely advice, support, and intervention.
- Recognise and manage risk effectively, ensuring all concerns are addressed in line with our policies.
- Provide advice, support, and guidance to callers affected by problem gambling, including identifying and managing safeguarding risks.
- Moderate online forums and chatrooms on a rota basis, ensuring safe and supportive discussions.
- Communicate effectively through both spoken and written formats to ensure clear and compassionate interactions.
- Engage professionally with remote-working colleagues, external services, stakeholders, and partner organisations to provide seamless support.
- Demonstrate competence in using various IT systems, including our call-handling platform, CRM, and internal communication tools.
- Capture client data to enhance our understanding and tailor services for those in need.
About You
As the successful candidate, you will hold a professional qualification in Health, Social Care, Psychology, Youth or Community Care, such as NVQ Level 3 or above, or a Diploma in Mental Health Nursing, Counselling, Addiction Studies, Advice, and Guidance.
Alternatively, you will have demonstrable experience working with vulnerable individuals affected by addiction harm and/or complex needs.
We also welcome applications from those with lived experience of gambling-related harm, provided they have professional experience in a supportive environment and a strong understanding of safeguarding legislation.
You will be able to engage effectively, sensitively, and with empathy when supporting callers reaching out to GamCare. Delivering non-judgemental, confidential support is essential to this role.
You will also play a key role in collaborative working, engaging with colleagues, stakeholders, and external partners to ensure a joined-up approach to support. Contributing to GamCare’s overall performance, you will help maintain a positive, inclusive culture within the organisation, encouraging teamwork and shared success.
Additionally, you will be committed to maintaining a strong understanding of problem gambling and will have a genuine interest in the areas of gambling addiction, treatment, early intervention, and prevention.
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 from day one of service.
- Employee Assistance Programme – 24-hour support
Appointment is subject to a DBS check
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 don’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 mailto:recruitment@gamcare.org.uk and the team will be happy to help.
Helpline Adviser August 2025 JP.pdf
Supporting Statement Guidance .pdf
Application Process
If you’re interested in this role, check out more information on the Officialt website nd apply now