Job Title: Frontline Services Helpline Adviser
Location: Home Based
Salary: £25,375 – £28,420 Dependent on experience
Job Type: Full Time
Closing date: Monday 28th November, midday
Interviews will be held via Microsoft Teams: 8-9th December
GamCare is the UK’s leading provider of information, advice and support for anyone affected by gambling-related harms.
GamCare operate the National Gambling Helpline (24 hours a day, 365 days a year) to provide information, advice and support for anyone affected by problem gambling as well as providing free treatment across England, Scotland and Wales.
We are looking to recruit a Frontline Services Helpline Adviser to work flexibly across a four-week rota on three shifts between 7am and 11pm, which includes weekends (two out of four) and evenings, as part of a team of 7-10 advisers a Team Leader & Senior Adviser.
Advisers Key Responsibilities include:
- Providing empathetic advice, support and guidance to callers, who are affected by problem gambling, via our Freephone Helpline, Live Chat (Netline) and digital platforms.
- Enabling client led support, responding to their needs using facilitation skills, motivational interviewing and other therapeutic techniques.
- Ensuring issues of risk are responded to and dealt with effectively in line with our safeguarding policies.
- Knowledge and awareness of the wider issues which those affected by problem gambling may experience – and the appropriate services to signpost them to.
- Collaborate and engage professionally with other remote-working colleagues as part of a Helpline team.
- Using various IT systems; including call handling systems, CRM and internal communication platforms.
- Capturing client data in order to improve understanding and help us to tailor our support to those in need of support.
- Moderating our online Forum and Chatrooms.
You should have experience of working within a therapeutic support/addiction setting.
You should have excellent ICT skills. Training, supervision and a full CPD-programme is offered to staff.
You will also be allocated time to focus on personal wellbeing.
This post is subject to a Disclosure and Barring Service (DBS) check.
Please note we do not accept CVs.
GamCare is committed to processing your personal data fairly, lawfully and transparently in line with GDPR. For further information on GamCare’s recruitment privacy notice please refer to our website.
PLEASE FILL IN THE APPLICATION FORM SENT TO YOUR EMAIL TO COMPLETE APPLICATION.
Candidates with the relevant experience or job titles of: Helpline Advisor, Customer Service Advisor, Call Handler, Telephone handler, Customer Service, Admin, Administrator, Complaints Handler, Complaints Officer, Customer Service Representative, Customer Support, Customer Service Executive, Customer Service Consultant, Customer Aid, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent and Customer Services Administrator may also be considered for this role.
