Helpline Adviser

Helpline Adviser

Location: Remote (UK)

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

Vacancy Type: Permanent, 35 hours per week (Hours are between 7am and 3am)

Closing Date: 19th September 2025

Founded in 1997, our client is the leading provider of information, advice and support for anyone affected by gambling.

They operate the National Gambling Helpline, provide direct support for anyone who is affected by gambling, create awareness about safer gambling and support pathways, and encourage an effective approach to safer gambling within the gambling industry.

The Role

They’re looking for dedicated 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 as part of their award-winning Helpline team (Helpline of the Year),following a rotating schedule with shifts running from 7am to 3am.

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 their overall performance, you will help maintain a positive, inclusive culture within the organisation, encouraging teamwork and shared success.

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.

If you’re passionate about making a real difference and comfortable working night shifts, they’d love to hear from you!

Key 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

• 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.
• 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.

Benefits

• 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 - they contribute 6% and you contribute 2%
• Discretionary company sick pay from day one of service.
• Employee Assistance Programme – 24-hour support

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please do not hesitate to apply.

The company is an equal opportunities employer and don’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.