Job Title: Project Manager (Helpline Transfers)
Location: Work from home with occasional travel to the London office (approx. once a month)
Salary: £36,946 – £44,335 – dependent on experience
Job Type: 1-year fixed term, with possibility of further 2-year extension (up to 3 years in total
Closing date for applications: 9am 16 March 2023
Interviews will take place online via video conference – week commencing 20 March 2023
About Us
Founded in 1997, GamCare is the leading provider of information, advice and support for anyone affected by gambling harms. We operate the National Gambling Helpline, provide treatment for anyone who is harmed by gambling, create awareness about safer gambling and treatment, and encourage an effective approach to safer gambling within the gambling industry.
The Role
We’re recruiting a Project Manager to lead an exciting new project to assess the feasibility of conducting “warm transfers” directly into the National Gambling Helpline from live chat, What’s App and Facebook Messenger channels.
The role will require someone who is able to take differing visions for the proposed service, translate them into key requirements and recruit/manage a range of consultants to deliver technical solutions.
The service aims to reduce friction for customers looking to access support for gambling harm via digital channels. With the popularity of the National Gambling Helpline’s digital channels now surpassing phone, it is more important than ever to find creative solutions to facilitate a smoother digital transfer into GamCare services – and the Project Manager will be front and centre in delivering this.
The role has initially been funded for one-year, with the key deliverable in this time being a feasibility report to determine whether the service is viable. Should the feasibility report indicate that it is, the Project Manager would work to secure funding to develop and pilot the service over a further two years.
About You
The successful candidate will be someone with a problem-solving attitude, and an ability to influence stakeholders to work towards a shared goal. They will make clear, evidence-based decisions and be able to manage a range of technical consultants to meet tight deadlines. They will communicate regularly with key project stakeholders, securing project buy-in at the highest level.
The successful candidate will have a strong research ethic, excellent report writing skills and good working knowledge of call centre and customer relationship management systems to ensure they are well placed to support consultants in developing solutions to deliver the service.
Key Responsibilities
- Strategic Planning – Develop a strategic plan and establish key requirements of the proposed service, to ensure that GamCare has a clear framework to analyse the project’s long-term feasibility.
- Project management – Manage the project from inception to completion, establishing an implementation plan, setting out roles/responsibilities clearly, and working to secure the project’s success by identifying and dealing with risks.
- Personnel recruitment – Identify and recruit consultants with the skills and expertise to develop the proposed service to meet agreed strategic aims.
- Stakeholder management – Communicate effectively with internal/external stakeholders about the project, influencing where needed, to ensure the project runs to time and budget. Also act as the first point of contact for all project enquiries, advocating for the project’s success.
- Information gathering – Gather information (e.g. via stakeholders, desktop studies) and undertake/commission research relevant to achieving the project’s goals i.e. to create a scalable warm transfer service for people looking to access the National Gambling Helpline from live chat and instant messenger channels.
- Technical systems support – Support the technical development and testing of potential solutions for the new service, ensuring that any challenges are identified quickly and addressed/mitigated.
- Report writing – Prepare written reports and updates relating to the project, including feasibility report at the end of Year 1 of the project.
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
GamCare is an equal opportunities employer and don’t discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.
Candidates with the relevant experience or job titles of: Project Coordinator, Project Management, Project Administrator, Service Delivery Coordinator, Operations Coordinator, Project Manager, Project Controller, Project Supervisor, Compliance, Procurement, Admin Assistant, Office Coordinator, Office Coordinator, Office Manager, Clerk, Business Administrator, Finance Administrator, Finance Assistant, Accounts Assistant, Accounts Administrator, Learning and Development Administrator may also be considered for this role.
