Planning & Performance Manager (Helpline & Online Services)

Gamcare; Greater London; A distancia; GBP 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

33 days annual leave

Pension scheme 6% employer

Discretionary sick pay

24-hour Employee Assistance Programme

CALM app access

Descripción de la vacante

GamCare is seeking a Planning & Performance Manager to lead the Helpline & Online Services performance function. You will turn operational data into insights, shape reporting, and ensure capacity planning aligns with demand while guiding a multidisciplinary team to deliver quality services for gambling harm support.

You will work within the Helpline & Online Services Leadership Team to provide actionable recommendations to senior leaders and build strong cross-team relationships to improve

Formación

• Experience of leading a team, function or cross-service programme.
• Strong understanding of performance management, workforce planning or service improvement.
• Experience developing performance frameworks and reporting, managing priorities and relationships across teams.

Responsabilidades

• Lead a multidisciplinary team and set clear priorities to ensure resilience and adequate resources.
• Shape performance frameworks and reporting to support senior leaders.
• Oversee forecasting and capacity planning to match demand and service levels.
• Identify risks and opportunities from quality assurance, complaints, feedback and reviews and drive measurable improvements.

Conocimientos

Team leadership

Performance management

Workforce planning

Service improvement

Forecasting

Capacity planning

Stakeholder management

Descripción del empleo

Planning & Performance Manager (Helpline & Online Services)

Full time, permanent

Location: Home based

This is an opportunity to play a central role in how GamCare plans, understands and continually improves its Helpline & Online Services.

Founded in 1997, GamCare is a leading provider of information, advice and support for people affected by gambling harms. We founded and operate the National Gambling Helpline and provide structured support for anyone experiencing gambling-related harm.

As Planning & Performance Manager, you will lead a specialist function bringing together performance insight, workforce planning, volunteer coordination and service improvement, helping senior leaders make well-informed decisions about services that support people affected by gambling harms.

Working as part of the Helpline & Online Services Leadership Team, you will turn operational, workforce and quality information into clear insight and practical action. You will shape performance frameworks and reporting, oversee forecasting and capacity planning, identify emerging risks and opportunities, and ensure learning from areas such as quality assurance, complaints, feedback and operational reviews leads to measurable improvement. You will also lead and develop a multidisciplinary team, setting clear priorities and helping ensure services have the resilience and resources they need to respond effectively to demand.

About you

You will bring experience of leading a team, function or cross-service programme, alongside a strong understanding of performance management, workforce planning or service improvement. Comfortable working with complex information, you will be able to identify meaningful trends, risks and opportunities and translate them into clear recommendations for senior leaders. You will have experience of developing performance frameworks and reporting, managing competing priorities and building effective relationships across different teams and disciplines.

Experience of workforce forecasting, capacity planning or rota governance would also be important, together with the confidence to balance demand, quality, resilience and available resources.

Most importantly, you will be motivated by using insight to improve services, supporting colleagues to succeed and contributing to better outcomes for people affected by gambling harms.

About GamCare

Founded in 1997, GamCare is one of the leading providers of information, advice and support for anyone affected by gambling harms. We operate the National Gambling Helpline, deliver free treatment services across multiple regions of Great Britain and raise awareness of gambling harms through prevention programmes.

What we offer

We want colleagues to feel supported, valued and able to balance their work with life outside work. Benefits include:

• 33 days’ annual leave including bank holidays, pro-rated for part-time colleagues and increasing to a maximum of 38 days with service
• A generous pension scheme, with 6% employer contribution
• Discretionary company sick pay after six months’ service
• A 24-hour Employee Assistance Programme
• Premium access to the CALM app for you and up to five dependants

Interviews: Thursday 22 October 2026 at our London office.

This role requires a Basic DBS.

GamCare is committed to offering the best support to people affected by gambling harms, as such we welcome applications from candidates with lived experience.

GamCare is an equal opportunities employer and doesn’t 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.