Helpline Adviser

Helpline Adviser

Location: Remote (UK)

Salary: £29,332 per annum London and Surrounding Counties: £31,914 per annum

Hours: 28 hours per week (average). Hours are between 10.30pm and 7.30am.

Founded in 1997, the company is one of the leading providers of information, advice and support for anyone affected by gambling harms. It operates the National Gambling Helpline, delivers free treatment services across multiple regions in Great Britain, and raises awareness about gambling harms through a variety of prevention-based programmes.

The Role

They’re looking for dedicated Night Shift Helpline Advisers to provide essential support to those affected by gambling-related harm. As the first point of contact, you’ll offer help, advice, and emotional support to individuals struggling with their own or someone else’s gambling.

You’ll work exclusively on night shifts as part of the award-winning Helpline team (Helpline of the Year), following a two-week rotating schedule with shifts running from 10:30 PM to 7:30 AM.

They provide comprehensive training, regular supervision, and a full CPD programme to support your development.

Support is offered through multiple channels, including their Freephone Helpline, Live Chat, WhatsApp, and other digital platforms such as forums and chatrooms. The Helpline operates 24/7, 365 days a year, ensuring support is always available.

You will also play a key role in collaborative working, engaging with colleagues, stakeholders, and external partners to ensure a joined-up approach to support. Contributing to the overall performance, you will help maintain a positive, inclusive culture within the organisation, encouraging teamwork and shared success.

Main Responsibilities:

• Provide continuous Helpline coverage throughout the night service, ensuring callers receive timely advice, support, and intervention.
• Recognise and manage risk effectively, ensuring all concerns are addressed in line with their policies.
• Provide advice, support, and guidance to callers affected by problem gambling, including identifying and managing safeguarding risks.
• Moderate online forums and chatrooms on a rota basis, ensuring safe and supportive discussions.
• Communicate effectively through both spoken and written formats to ensure clear and compassionate interactions.
• Engage professionally with remote-working colleagues, external services, stakeholders, and partner organisations to provide seamless support.
• Demonstrate competence in using various IT systems, including their call-handling platform, CRM, and internal communication tools.
• Capture client data to enhance their understanding and tailor services for those in need.

Skills and Qualifications

• You will hold a professional qualification in Health, Social Care, Psychology, Youth or Community Care, such as NVQ Level 3 or above, or a Diploma in Mental Health Nursing, Counselling, Addiction Studies, Advice, and Guidance.
• Alternatively, you will have demonstrable experience working with vulnerable individuals affected by addiction harm and/or complex needs.
• They also welcome applications from those with lived experience of gambling-related harm, provided they have professional experience in a supportive environment and a strong understanding of safeguarding legislation.
• You will be able to engage effectively, sensitively, and with empathy when supporting callers reaching out. Delivering non-judgemental, confidential support is essential to this role.
• Additionally, you will be committed to maintaining a strong understanding of problem gambling and will have a genuine interest in the areas of gambling addiction, treatment, early intervention, and prevention.

Benefits

• Annual Leave: 33 days per year (pro-rated for part-time and night workers), including bank holidays, with increases based on service
• Pension Scheme: Generous contributions—6% from the employer, 2% from the employee
• Sick Pay: Discretionary company sick pay from day one of employment
• Employee Assistance Programme: 24-hour support for wellbeing and guidance

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website to complete your application.

This role is subject to a Disclosure and Barring Service (DBS) check.

The company are committed to offering the best support to people affected by gambling harms, as such they welcome applications from candidates with lived experience.

The company is an equal opportunities employer and doesn’t discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability. They 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.