Shift Lead – Helpline & Online Services

This is an opportunity to take a leading role in the day-to-day delivery of GamCare's Helpline & Online Services for people affected by gambling harms who turn to GamCare for information, advice and support.

As Shift Lead, you will provide calm, confident leadership that keeps our services safe, accessible and responsive. From supporting colleagues through complex or sensitive conversations to managing operational pressures and making decisions in real time, you'll help ensure people receive the support they need.

Working closely with Service Managers and colleagues across the organisation, you'll oversee service delivery during your shift, coordinate staffing and resources, respond to safeguarding concerns and operational issues, and help colleagues develop their skills and confidence. You'll also contribute to continuous improvement, turning learning and feedback into better ways of working and helping to maintain a positive, supportive team environment.

The working hours are between 14:00 and 23:30.

About you

We're looking for an approachable, resilient and confident frontline leader who thrives in a busy service environment and knows how to bring out the best in others. You'll have experience of supervising, coaching or leading staff or volunteers within a helpline, charity contact centre, health, social care or support service, alongside a practical understanding of safeguarding, risk management and escalation procedures.

You'll be comfortable making decisions, managing competing priorities and using operational information to identify issues and improve performance. Above all, you'll bring strong communication skills, sound judgement and a compassionate, inclusive approach to leadership, with a commitment to supporting both your colleagues and the people who rely on our services.

What we offer

We want colleagues to feel supported, valued and able to balance their work with life outside work. Benefits include:

• 33 days’ annual leave including bank holidays, pro-rated for part-time colleagues and increasing to a maximum of 38 days with service
• A generous pension scheme, with 6% employer contribution
• Discretionary company sick pay after six months’ service
• A 24-hour Employee Assistance Programme
• Premium access to the CALM app for you and up to five dependants

For further details and to apply please click the apply button.

The closing date for applications is 10th November 2026 at 23.59pm.

Interviews will take place online via video conference on 18th November 2026.

We may close the vacancy earlier once we've received enough applications, so we'd encourage you to apply as soon as possible.

This role requires a Basic DBS.

GamCare is 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.