"I’ve definitely seen an increase in confidence – people are more assured in their leadership style and how they adapt it to their teams."
Can you tell us a little about your organisation and your role within it?
GamCare is a charity that supports those harmed by gambling through advice and treatment. We run the national gambling helpline and minimise gambling related harm through education and engagement.
I lead learning and development at GamCare, with a strong focus on building leadership and management capability across the organisation. My role is to make sure our managers and aspiring leaders have access to high-quality development that builds confidence, practical leadership skills, and the ability to lead teams well in a complex service environment. This includes leadership programmes, management development pathways, and apprenticeships, which play an important part in strengthening our internal talent pipeline.
What challenges did you face with previous leadership and management training options?
We’d tried a variety of leadership development approaches before, but once staff went back into their roles, it was clear that the learning needed to be embedded more effectively – particularly around bridging the gap between theory and the practice of being a manager. Even though many people completed the previous programmes, the outcomes weren’t always easy to measure, meaning return on investment was even more of a challenge to prove to senior stakeholders.
Another challenge was that the training wasn’t accredited. Accreditation mattered to me because it gives staff a recognised qualification and confidence that their learning meets an external standard. This is why the apprenticeship route immediately appealed.
What stood out to you about KnowledgeBrief as a potential partner?
It was the way you approached it. You answered questions honestly, and there was no hard sell – your focus was really on the development of our staff. The entire experience was authentic.
The onboarding process was smooth and slick, and KBPro also stood out; it’s a very good learning platform.
The workshops were great, and the coaching offer was a real added benefit. Having a dedicated coach is tremendously helpful and not something we could realistically provide internally.
What led you to choose the apprenticeship route, and how has it influenced your wider learning and development strategy?
Like many charities across the sector, we’re operating in a challenging funding environment and need to make thoughtful decisions about how we use our resources. Even so, developing confident, capable leaders and managers has remained a consistent focus. Apprenticeships offered a more cost-effective way to provide essential training, and the accreditation aspect was very appealing.
There’s still a misconception that apprenticeships are only for young people, but once people started completing with distinctions, others became interested. It helped shift perceptions.
Apprenticeships are now one of the main tools in our learning and development strategy. In our recent staff survey, they were mentioned multiple times as an opportunity for development, which shows that staff feel they have strong development pathways available.
Has the conversation around return on investment changed since utilising the apprenticeship levy?
Yes, it has. At a recent trustee meeting, I presented a paper on apprenticeships with key stats: how many people had completed, the cost per person, and the co-investment figures. They were really impressed, particularly with the number of people progressing through the programmes and the breadth of development on offer. It’s shifted the conversation towards recognising the value of the apprenticeship route.
“I feel more confident in my role and less reliant on going to my line manager for support with every issue. That’s had a positive impact on her time and allowed me to take more responsibility. My understanding of leadership theory has also helped me manage relationships more thoughtfully, which has strengthened working relationships.” – GamCare Learner Impact Statement
What benefits have you seen from supporting leaders at different stages of their careers?
We’re going through a lot of change, with restructuring and a shifting commissioning landscape. We’re promoting staff into team leader roles, and having the apprenticeships in place has given us a stronger framework for developing people stepping into those positions – with a visible increase in resilience and the ability to manage change more effectively.
I’d aim to have these programmes become part of our succession planning and talent management processes. I’m looking at those who have achieved distinctions to see how we can continue supporting their development and keep that trajectory going.
How have learners responded to the training, and what changes have you noticed in their confidence or behaviour?
From the feedback I’ve received so far, they’ve really enjoyed it. I’ve seen an increase in confidence – people are more willing to step forward and are more assured in their leadership style, and they’re adapting that to their teams.
One learner presented at a town hall meeting, something she wouldn’t have done before. Another learner, who wasn’t yet a manager and where there was some initial uncertainty around timing, has since moved into a management role. I’m convinced the apprenticeships contributed to that.
How has KnowledgeBrief supported you in monitoring learner progress?
It’s been very good – I can see learner-of-the-month through the bespoke reporting platform that you created for me, and the bi-monthly catch-ups are really useful. If there’s an issue, the transparency you provide means I can intervene early.
What would you say to another organisation considering working with KnowledgeBrief?
KnowledgeBrief has set the bar so high in this field. I’m a hard taskmaster. I usually look at the administration behind the scenes, because anyone can send a great salesperson to pitch – it’s what happens afterwards that matters. You answered questions honestly, and there was no hard sell.
Your platform is fantastic. You keep me involved, and I’m not having to chase for information. Most of our staff have achieved distinctions, and that really speaks to the quality of what you offer.