Job Title: Frontline Services Helpline Adviser
Location: Work From Home
Salary: £26,390 – £29,557 – dependent on experience
Job Type: Full time – 35 hours per week
Closing date for applications: 9am Friday 17th March
Interviews will take place online via Microsoft Teams – week commencing Monday 27th March 2023
Founded in 1997, GamCare is the leading provider of information, advice and support for anyone affected by gambling harms. We operate the National Gambling Helpline, provide treatment for anyone who is harmed by gambling, create awareness about safer gambling and treatment, and encourage an effective approach to safer gambling within the gambling industry.
GamCare operate the National Gambling Helpline (24 hours a day, 365 days a year) who are there to provide information, advice, and support for anyone affected by problem gambling- this can be via our Freephone Helpline, Live Chat, and digital platforms. 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 working flexibly across a four-week rota on three shifts between 7am and 11pm, which includes two out of four weekends. Our Advisers are part of a team of 7-10 within the wider award winning (Helpline of the Year) team. Full training and supervision are provided, and a full CPD-programme is offered.
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.
* Providing advice, support, and guidance to callers, who are affected by problem gambling.
* Ensuring issues of risk are responded to and dealt with effectively in line with our safeguarding policies.
* 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 communications platforms.
* Capturing client data in order to improve understanding and help us tailor our support to those in need.
* Moderating our online Forum and Chatrooms.
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.
To apply, please complete the application form sent to you Via Email
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