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Hours: 10:30 pm - 7:30 am, 4 on/4 off rota (average 28hours per week)
Location: Fully remote
We are seeking an experienced and compassionate Helpline Team Manager to manage our our clients night shift team, ensuring high-quality support for people affected by gambling harms. This is a temporary 3-month role with potential to extend.
Key Responsibilities:
Lead and support a remote team of Helpline Advisers and Team Leaders, ensuring smooth overnight operations
Monitor performance, create reports, coach staff, and manage escalations
Oversee safeguarding decisions and provide tailored support for complex cases
Ensure procedures, audits, and risk management protocols are consistently followed
Manage rotas and contribute to service improvements, quality assurance, and operational development
About You:
Proven experience managing support services in health, social care, or helpline environments, ideally remotely
Strong leadership, communication, and performance management skills
Experience working with vulnerable groups and making safeguarding decisions
Skilled in data analysis, reporting, and using digital platforms (CRM, call handling, etc.)
Resilient, empathetic, and passionate about supporting people affected by gambling harms
Additional Information:
Occasional daytime shifts (approx. 2 per month) may be required for meetings
Equipment provided for fully remote working
If you thrive in a night-time leadership role and want to make a real impact, we'd love to hear from you.
Brook Street NMR is acting as an Employment Business in relation to this vacancy.
