Online Support Team Leader Full Time

Job Introduction

Online Support Team Leader

Contract: Permanent, full-time
Salary: Nationwide – £35,375 London and surrounding counties £38,486

Location: Home working, with occasional attendance at the London office (quarterly)
Closing date for applications: 10th May

Interviews: Will take place online via video conference week commencing 11th May

The Role

This is an exciting time to join GamCare, we’re recruiting for the role of Online Support Team Leader as we grow and develop the online support services available. A great opportunity for someone with experience of delivering support services, as well as being a confident communicator who enjoys being part of and leading a team of people. The Online Support Team Leader is a pivotal role where you will be overseeing and leading the delivery and development of the Online Support Services at GamCare (currently includes online appointments, email support, chatrooms and forums as well as a self-guided online support programme).

About You

As the successful candidate, you will be leading a remote team of Online Support Practitioners embedded within the wider Helpline model. You will have demonstrable experience of delivering support services and supervising staff, along with a strong commitment to person‑centred, non‑judgemental practice.

You will be a confident communicator, comfortable working collaboratively across the Helpline service, and able to balance operational leadership with empathy, support, and clear decision‑making – particularly when managing complex or high‑risk contacts.

Key Responsibilities

• Manage the daily operational processes of the Online Support Services ensuring services are providing the best possible support to users and meeting agreed KPIs
• Line Management of Online Support Practitioners including facilitating individual supervisions, team meetings, managing the teams rota including leave and cover needs.
• Advocate for and promote the Online Services both internally and externally, raising awareness of the services available to ensure they are as accessible as possible
• Supporting the ongoing reporting and evaluation of GamCare’s Online Services.
• Identify and input into development areas of current and new Online Services.

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

About Us

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 harms.

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 doesn’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.

For any further information on the role or if you require any reasonable adjustments at any stage of the application or recruitment process, please contact [email protected] and the team will be happy to help.

• Supporting Statement Guidance .pdf
• OSTL Job Profile .pdf