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Wesley Mission Logo Wesley Mission · Health and Beauty

Team Leader – GambleAware Helpline NSW

Australia, Bella Vista · Job Posted April 10, 2026
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Job Description

Seeking a resilient, collaborative, and performance-driven Team Leader to oversee the day-to-day operations of the GambleAware Helpline NSW. In this key leadership role, you will lead a team of dedicated telephone counsellors, ensuring delivery of responsive, safe, and high-quality client services in alignment with Wesley Mission’s values and contractual obligations. You’ll provide live-shift leadership, performance coaching, and debriefing, while managing clinical risk, rostering, scheduling, data quality, and KPI reporting. This is a fantastic opportunity for a strong people leader with crisis or helpline service experience to make a real difference in the lives of people affected by gambling harm.

Job Responsibility

  • Provide real-time leadership and clinical supervision during 24/7 shift operations
  • Monitor call metrics, ensure adherence to rosters, and maintain service KPIs
  • Deliver line support, training, supervision, and professional development for Helpline staff
  • Manage clinical risk and uphold trauma-informed, best practice service delivery
  • Coordinate recruitment, onboarding, and performance management processes
  • Lead continuous improvement, quality assurance, and program reporting initiatives
  • Build external partnerships and contribute to strategic program development

Requirements

  • Relevant tertiary qualification in counselling, Psychology, Social Work or related field
  • Minimum 3 years’ experience in similar role, crisis interventions or support services
  • Demonstrated skills and experience using brief, solution focused therapies
  • Supervisory and leadership experience
  • Proven experience managing rosters, service KPI’s and data integrity in a 24/7 service
  • High level communication, conflict resolution and coaching skills
  • Proficiency in managing reporting requirements, Microsoft 365, CRM / CTI systems and data dashboards
  • Current NSW Working with children check and police check
  • Cultural competence and experience working alongside Culturally diverse and First Nations families
  • Holds current working with children’s check and a valid police / criminal history check

Nice to have

  • Experience and training in gambling, addiction or mental health service environments
  • Experience in Power BI, scheduling platforms and digital helpline tools

What we offer

  • Supportive, collaborative team culture with clinical supervision and training
  • Opportunities for professional development and growth within Wesley Mission
  • Access to salary packaging and employee assistance programs
  • Fitness Passport membership for discounted access to gyms and pools across NSW
  • Blue Light Card membership offering discounts and rewards with retailers and services
  • Access to a confidential Employee Assistance Program (EAP) including Manager Assist
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