Helpline Team Manager - Nights

Brook Street; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a Helpline Team Manager (Nights) to oversee the night shift team remotely. The ideal candidate will have experience managing support services, especially in health or social care, along with strong leadership and communication skills. This temporary role offers the chance to make a significant impact on those affected by gambling harms. The position includes occasional daytime shifts for meetings and all necessary equipment will be provided for fully remote work.

Qualifications

• Experience managing support services in health, social care, or helpline environments.
• Proven leadership and communication skills.
• Skilled in data analysis and reporting.

Responsibilities

• Lead and support a remote team of advisers.
• Monitor performance and create reports.
• Make safeguarding decisions for vulnerable groups.

Skills

Leadership

Communication

Data analysis

Empathy

Performance management

Tools

CRM

Call handling

Job description

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

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

Location: Fully remote

We are seeking an experienced and compassionate Helpline Team Manager to manage our 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.