Remote Planning & Performance Manager, Helpline Services

Gamcare; Greater London; Remote; GBP 65,000 - 90,000; Full time

Benefits offered by this job

33 days annual leave

Pension scheme 6% employer

Discretionary sick pay

24-hour Employee Assistance Programme

CALM app access

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Performance management

Workforce planning

Service improvement

Forecasting

Capacity planning

Stakeholder management

Job description

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