Job Description

Helpline Team Manager (Nights) - Temporary 3-Month Contract (Remote)

Hours: 10:30 pm - 7:30 am, 4 on/4 off rota (average 28hours per week)
Location: Fully remote

We are seeking an experienced and compassionate Helpline Team Manager to manage our our clients night shift team, ensuring high-quality support for people affected by gambling harms. This is a temporary 3-month role with potential to extend.

Key Responsibilities:

• Lead and support a remote team of Helpline Advisers and Team Leaders, ensuring smooth overnight operations

• Monitor performance, create reports, coach staff, and manage escalations

• Oversee safeguarding decisions and provide tailored support for complex cases

• Ensure procedures, audits, and risk management protocols are consistently followed

• Manage rotas and contribute to service improvements, quality assurance, and operational development

About You:

• Proven experience managing support services in health, social care, or helpline environments, ideally remotely

• Strong leadership, communication, and performance management skills

• Experience working with vulnerable groups and making safeguarding decisions

• Skilled in data analysis, reporting, and using digital platforms (CRM, call handling, etc.)

• Resilient, empathetic, and passionate about supporting people affected by gambling harms

Additional Information:

• Occasional daytime shifts (approx. 2 per month) may be required for meetings

• Equipment provided for fully remote working

If you thrive in a night-time leadership role and want to make a real impact, we'd love to hear from you.

Brook Street NMR is acting as an Employment Business in relation to this vacancy.