Online Support Team Manager - London, United Kingdom - GamCare

GamCare
GamCare
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job Title:
Online Support Team Manager


Location:
Work from home


Salary:
£40,301 or £43,734 for those living in London and the surrounding counties


Job Type:
Permanent, Full time 35 hours

**Interviews will take place online via video conference on Monday 26
th
June 2023**- 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 24hour support

Job Introduction
GamCare is the UK's leading provider of information, advice, and support for anyone affected by gambling-related harms.

Our expert services are confidential and non-judgemental and through both digital and face to face services, we reach those impacted by gambling harms across the UK and beyond.


As our new Online Support Team Manager at GamCare you will lead a team of staff and lived experience volunteers who deliver vital online support services.

You will play a crucial role in developing, delivering and performance managing these services while ensuring the safeguarding, training, recruitment, and overall operational success of our Online Support Team, as well as the services being delivered to a high standard.


These services currently include an online CBT support service, chatrooms, forum, and online recovery coach offer which will be delivered by volunteers.

Recovery Coaches (Lived Experience Volunteers) are part of this growing team. The role will involve integrating these volunteers into the established team, ensuring that they are trained, supported, and safeguarded.


You will make sure that Lived Experience Volunteers are part of shaping, enhancing and the ongoing monitoring and evaluation of services, understanding the importance of including a lived experience perspective throughout all support delivered.


Main Responsibilities

  • Providing strong operational management and guidance to the teams within the online services conducting performance evaluations, supporting with induction, training and development of staff whilst fostering a positive work environment.
  • Ensuring effective delivery of all services, specifically the CBT (Cognitive Behavioral Therapy) LMS Services and new online recovery coach service.
  • Ensuring performance and KPIs are understood by those across the online services and supporting with the achievement of these.
  • Monitoring performance, user traffic, and engagement metrics, and implementing strategies to optimise platform usability.
  • Implementing and maintaining robust processes and procedures for troubleshooting, escalation, and resolution of online service incidents.
  • Ensuring compliance with relevant data protection regulations and security standards and implementing best practices for data privacy and information security.
  • Providing operational management of service evaluation and quality assurance mechanisms across the services, including regular audits, outcome monitoring, and client satisfaction surveys
  • Analysing data and performance indicators to identify trends, areas for improvement, and potential risks.


You will be an experienced Manager with the ability to lead, develop and support a growing Online Services team of staff and volunteers.


You will have experience of supporting vulnerable cohorts and those with complex needs through remote services and digital platforms and have the skills to performance manage these services using a variety of tools, to meet KPIs (Key Performance Indicators) but also to ensure services are effective, responsive, safe, caring and well led services.


You will be passionate about making a difference in the lives of those experiencing gambling related harms and have the skills to effectively manage and lead a team of staff and volunteers.


You will be a creative thinker who will use their knowledge skills and experience to shape and develop online support services and the future of digital delivery within the field of gambling harms.

**About The Company
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