Job Title: Helpline Adviser Nights (Frontline Services)
Location: Work from home
Salary: UK Pay £27,914, London and Surrounding Counties £30,370
Job Type: Permanent, 28 hours per week
Closing date for applications: 2nd June 2023
Interviews will take place online via video conference – week commencing 12th June 2023
- 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
Job Introduction
As GamCare continues to expand, we are looking to recruit new advisers for the Helpline. Helpline advisers are at the heart of Gamcare and the first port of call for those seeking help, advice, and support for gambling related harm. You will be supporting those affected by their own, or someone else’s gambling.
This is a great time to join us and be an integral part of the team providing that support, as we grow our team of Advisers enabling us to help more people who reach out to us.
The role involves across a 2 week rota within the wider award winning (Helpline of the Year) team. In each 2-week period you will work 7 nights. Shifts begin at 22:30 and finish at 07:30 the following morning. Full training and supervision are provided, and a full CPD-programme is offered.
Support is offered via our Freephone Helpline, Live Chat (Netline) and digital platforms which include Whatsapp and Facebook messenger contact. The Helpline is operational 24 hours a day, 365 days a year.
This post is subject to a Disclosure and Barring Service (DBS) check.
Main Responsibilities
- A Helpline adviser will be able to recognise issues of risk and ensure they are dealt with effectively in line with our safeguarding policies.
- To collaborate and engage professionally with other remote-working colleagues as part of a Helpline team.
- Be competent in using various I.T systems including our call handing system, CRM and internal communication platforms.
- Capture client data in order to improve understanding and help us to tailor our service to those in need of support.
- Moderate our online Forum and Chatrooms on a rota basis.
- Providing advice, support, and guidance to callers, who are affected by problem gambling.
The Ideal Candidate
As the successful candidate you will have a professional qualification in Health, Social Care, Psychology, Youth or Community Care, e.g., NVQ Level 3 or above or Diploma in Mental Health Nursing, Counselling, Addiction Studies, Advice and Guidance.
Alternatively, you will have demonstratable experience of working with vulnerable people experiencing addiction harm and/or other complex needs.
We also welcome applications from those who have lived experience of gambling related harm and experience of working in a professional supportive environment, with understanding of relevant safeguarding legislation.
You will be able to treat those getting in touch with GamCare effectively, sensitively and with empathy, and be able to deliver non-judgemental, confidential support.
You will be willing to maintain a sufficient level of understanding around problem gambling, and you will have a genuine interest in working within the field of Gambling Addiction, treatment, early intervention, and prevention.
About The Company
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.
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
