Full time: 35 hours per week. Hours are between 7am and 3am

Salary: UK Pay: £29,332, London and Surrounding Counties: £31,914

Closing date for applications: 10^th December 2025.

Interviews will take place online via video conference – week commencing 15^th December 2025.

About Us

Founded in 1997, GamCare is the leading provider of information, advice and support for anyone affected by gambling. We operate the National Gambling Helpline, provide direct support for anyone who is affected by gambling, create awareness about safer gambling and support pathways.

Job Introduction

We’re looking for dedicated Welsh language speaking 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 our award-winning Helpline team (Helpline of the Year),following a rotating schedule with shifts running from 7am to 3am.

We provide comprehensive training, regular supervision, and a full CPD programme to support your development.

Support is offered through multiple channels, including our 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.

If you’re passionate about making a real difference and comfortable working across a variety of shifts, we’d love to hear from you!

Key Responsibilities

• Communicate effectively with contacts to the Helpline in Welsh via spoken and written formats to ensure clear and compassionate interactions.
• Provide continuous Helpline coverage throughout different Helpline shifts, ensuring callers affected by gambling harms receive timely advice, support, and intervention.
• Recognise and manage risk effectively, ensuring all concerns are addressed in line with our policies.
• Moderate online forums and chatrooms on a rota basis, ensuring safe and supportive discussions.
• Engage professionally with remote-working colleagues, external services, stakeholders, and partner organisations to provide seamless support.
• Demonstrate competence in using various IT systems, including our call-handling platform, CRM, and internal communication tools.
• Accurately capture client data to enhance our understanding and tailor services for those in need.

About You

You will have a background in health, social care, psychology, or a related field, with experience in a support or advisory role, ideally within a Helpline setting. You are confident in managing difficult and sensitive conversations with empathy, and you understand safeguarding and risk management, knowing when to follow protocols and escalate concerns. You are comfortable providing support across different platforms, such as phone, live chat, WhatsApp, and other digital services. You will also hold GCSEs (or equivalent) in English and Maths.You must have the ability to speak and exchange written messages with callers in Welsh, to engage effectively, sensitively, and with empathy. Delivering non-judgemental, confidential support is essential to this role.

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 GamCare’s 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.

We 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 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

Appointment is subject to a Basic DBS check.

Gamcare is an equal opportunities employer and does not 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.

Applications submitted in the Welsh language will not be treated less favourably.

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 recruitment@gamcare.org.uk and the team will be happy to help.

For further information and to apply please click here