Remote Services Development Lead – Maternity Cover

About Us

Founded in 1997, GamCare is one of the leading providers 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.

The Role

As the Remote Services Development Lead, you will play a crucial role in leading and developing GamCare’s remote services, ensuring seamless delivery across multiple platforms including telephone, live chat, WhatsApp, and video. You will oversee a team of Senior Managers and drive service improvements to meet targets, while fostering a positive, high-performing environment focused on staff wellbeing and retention. This role also involves the strategic development of GamCare’s online and Helpline services to expand their reach, particularly into underserved communities.

You will be at the forefront of shaping and embedding evidence-based interventions that align with GamCare’s mission of supporting those affected by gambling harm. In this role, you will collaborate with key stakeholders, internal teams, and external agencies to enhance service delivery, ensuring that safeguarding protocols for vulnerable individuals are upheld to the highest standard.

This position offers the opportunity to contribute to GamCare’s growth and sustainability by translating strategic goals into operational plans, managing performance, and establishing meaningful partnerships with stakeholders and the NGSN. Your leadership will ensure GamCare’s services continue to evolve and thrive in a rapidly changing digital landscape.

About You

We are looking for a dynamic and experienced leader with a proven track record of managing large-scale remote services, ideally within a Helpline or digital support setting. You will have extensive experience in leading multi-functional teams, both staff and volunteers, and a strong ability to develop and implement strategic plans. Your deep understanding of safeguarding, coupled with expertise in business planning, change management, and relationship building, will ensure you can lead in a fast-paced and evolving environment.

You will be passionate about making a difference to those affected by gambling harm, with a strong commitment to staff wellbeing and retention. With excellent communication, data analysis, and IT skills, you will be able to guide continuous improvement and innovation in service delivery, working closely with partners to enhance the reach and impact of GamCare’s remote services.

Key Responsibilities

• Lead the development and delivery of GamCare’s remote services, ensuring alignment with strategic objectives and service targets.
• Oversee and support Senior Managers in managing helpline and online services, establishing a high-performing and supportive team environment.
• Drive continuous improvement and innovation in remote service delivery, implementing evidence-based interventions and expanding services to underserved communities.
• Collaborate with key stakeholders and external partners to develop and maintain strategic partnerships, enhancing service reach and impact.
• Monitor and report on performance data, using insights to guide service enhancements and meet funder requirements.
• Ensure safeguarding protocols for vulnerable individuals are rigorously upheld, with a strong focus on risk management and service quality.

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

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.

Tagged as: remote services development lead - maternity cover