Helpline Team Manager

Job Opportunity: Helpline Team Manager (Contract)

Are you a dynamic, motivated leader with experience in health and social care support services? Do you have a passion for making a positive impact within the gambling harm sector? We are seeking a highly skilled Helpline Team Manager to join our dedicated team on a 2-week contract, with potential for ongoing opportunities. This is an exciting chance to lead a vital service that supports individuals experiencing gambling harms, ensuring high standards of care and operational excellence.

About the Role – Helpline Team Manager

As the Helpline Team Manager, you will be responsible for leading and motivating a large and growing team comprising Helpline Team Leaders and Advisers. Working closely with senior management, you’ll oversee service delivery in line with contractual and quality standards, ensuring safeguarding protocols are strictly followed. The successful Helpline Team Manager will play a key role in implementing new services, improving processes, and fostering a supportive environment for both colleagues and service users.

Candidate Responsibilities – Helpline Team Manager

• Lead, support, and motivate the Helpline team to deliver high-quality services supporting those experiencing gambling harms.
• Supervise and performance manage team members, including Team Leaders and Advisers.
• Monitor call and case data, preparing reports and conducting audits to ensure quality standards.
• Oversee safeguarding procedures, making decisions on complex cases and managing contact care plans.
• Manage team rotas to ensure continuous, effective service coverage.
• Lead in recruitment, onboarding, and training of new team members.
• Contribute to service development and improvements, including IT/system enhancements.
• Build effective relationships internally within our client and externally with partner agencies and funders.
• Ensure compliance with safeguarding protocols and contractual KPIs.
• Participate in meetings and training as required, including occasional travel to London location (expenses paid).

Candidate Requirements – Helpline Team Manager

• Proven ability to motivate and manage large teams within a remote or support services environment.
• Experience in health, social care, or helpline services, ideally supporting vulnerable populations.
• Strong leadership, communication, and data analysis skills.
• Demonstrated experience with safeguarding, complaint handling, and quality assurance.
• Knowledge of digital systems, CRM platforms, and call handling systems.
• Ability to manage change and support staff wellbeing.
• Enthusiastic about contributing positively to gambling harm prevention and early intervention.

Benefits – Helpline Team Manager

• £250 Training Allowance
• Dedicated Specialist Consultant
• Work with thousands of clients nationwide
• Daily Payroll Runs
• Free Candidate Registrations
• Referral and Loyalty Bonus Schemes
• Sign-Up Bonus
• Free Compliance Checks

Salary / Pay Rate: Competitive daily rate (please contact us for details).