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- Tasks: Provide top-notch support to UK customers while ensuring compliance with regulations.
- Company: Join GIMO, a leading marketing agency in the iGaming industry, partnering with top brands.
- Benefits: Enjoy hybrid working, private health insurance, and fun perks like pizza Fridays!
- Why this job: Be part of a dynamic team focused on customer experience and regulatory compliance in gaming.
- Qualifications: Experience in customer support, preferably in AML/CTF or iGaming; strong communication skills required.
- Other info: Flexible hours and opportunities for personal development await you!
The predicted salary is between 28800 - 43200 £ per year.
Location: London - Hybrid
About GIMO:
Global Interactive Marketing Online (GIMO) is a London based leading independent marketing agency and software developer within the iGaming industry. GIMO works in close partnership with leading global gaming brands such as NetBet, 777, and betFIRST.
About Netbet Brand:
Since 2006, NetBet has delivered the ultimate online casino and sportsbook experience for its players across the globe. Alongside sports betting and casino, players have also enjoyed Lotto, Live Casino, and Poker products. With access to multiple languages across all its registered markets, thousands of industry-leading casino games, and daily sports events, NetBet has evolved into one of the world’s favourite online gaming brands. NetBet provides users with a friendly environment, total security, and reliable navigation.
THE ROLE:
As a Customer Support Advisor – Safer Gambling & AML, you will play a key role in providing outstanding support to our UK-based customers while ensuring regulatory compliance. This hybrid role combines customer relationship management with AML/CTF and safer gambling due diligence tasks. You will collaborate across departments to identify risks, support vulnerable players, and maintain trust through discreet and professional service. This is an exciting opportunity for someone passionate about compliance and customer experience within the iGaming industry.
Duties and Responsibilities:
- Customer Support & Relationship Management: Act as the main point of contact for UK customers, delivering personalized, high-quality support via phone and email. Build strong, long-term relationships with customers, fostering loyalty and satisfaction. Tailor customer interactions based on individual behaviours, preferences, and engagement history. Maintain discretion and professionalism in all communications.
- Compliance & Safer Gambling (AML/CTF & SG): Conduct due diligence checks on new and existing customers to ensure compliance with AML/CTF and LCCP regulations. Review and assess player behaviours for markers of gambling harm or suspicious activity. Engage directly with players showing signs of risk or harm via phone and email in a supportive, non-confrontational manner. Maintain accurate records and update internal systems with detailed case notes. Ensure internal processes align with regulatory guidance, RG policies, and best practices.
- Collaboration & Process Improvement: Work closely with the Player Protection, Compliance, Customer Support, Marketing, and Finance teams. Contribute to cross-functional projects and ad hoc initiatives such as remediation work or process improvements. Offer feedback on emerging trends in customer behaviour, regulatory risks, and engagement strategies.
Person Specifications:
- Experience in a customer support ideally within AML/CTF, safer gambling, or compliance role.
- Industry experience within iGaming, online casino, or sports betting will be preferable.
- Fluent English speaker (written and verbal) with excellent communication skills.
- Strong relationship-building skills and a customer-first mindset.
- Highly organized with the ability to multitask and prioritize under pressure.
- Analytical thinking and sound judgement when handling complex or sensitive customer cases.
- Comfortable using CRM platforms, Microsoft Office Suite (Excel, Word, PowerPoint), RMS, JIRA, and adaptable to new systems.
- High level of integrity, discretion, and attention to detail.
- Passion for sports, gaming, or entertainment is a plus.
- Willingness to work flexible hours, including occasional weekends, based on business needs.
Our generous UK benefits package includes:
- Hybrid working [3 days in office/2 days remote]
- Work from abroad up to 4 weeks/year.
- End of year discretionary Bonus
- Pension Scheme
- Private Health Insurance
- Pizza and drinks every Friday.
- Perkbox
- Employee Wellbeing
- Learning and Development Programmes
- Staff social engagement activities
More benefits are available and will be discussed once successful. These benefits are applicable to UK based candidates.
“GIMO & NetBet are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Personal data are processed in accordance with EU and UK GDPR and our Privacy Policy.
Customer Support Advisor - SG & AML (City of London) employer: NetBet
Contact Detail:
NetBet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor - SG & AML (City of London)
✨Tip Number 1
Familiarise yourself with the iGaming industry, especially the regulations surrounding AML and safer gambling. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to compliance and customer safety.
✨Tip Number 2
Network with professionals in the iGaming sector, particularly those involved in customer support and compliance roles. Engaging with industry experts can provide insights into best practices and may even lead to referrals for the position.
✨Tip Number 3
Prepare for situational questions that assess your ability to handle sensitive customer interactions. Think of examples from your past experiences where you successfully managed difficult situations while maintaining professionalism and discretion.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you would identify and address potential risks in customer behaviour. This will highlight your proactive approach to ensuring compliance and enhancing customer trust.
We think you need these skills to ace Customer Support Advisor - SG & AML (City of London)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Support Advisor in Safer Gambling & AML. Tailor your application to highlight relevant experience and skills that align with these duties.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer support, particularly within the iGaming industry or roles involving AML/CTF compliance. Use specific examples to demonstrate your skills in relationship management and regulatory compliance.
Showcase Communication Skills: Since the role requires excellent communication skills, ensure your application reflects this. Use clear and concise language, and consider including examples of how you've effectively communicated with customers in past roles.
Personalise Your Application: Make your application stand out by personalising it for GIMO and NetBet. Mention your passion for the gaming industry and how you can contribute to their mission of providing outstanding customer support while ensuring compliance.
How to prepare for a job interview at NetBet
✨Understand the Company and Its Values
Before your interview, take some time to research GIMO and NetBet. Familiarise yourself with their mission, values, and the services they offer. This will help you align your answers with their expectations and demonstrate your genuine interest in the role.
✨Showcase Your Customer Support Experience
Be prepared to discuss your previous experience in customer support, especially in relation to AML/CTF and safer gambling. Use specific examples to illustrate how you've handled challenging situations and built strong relationships with customers.
✨Demonstrate Compliance Knowledge
Since the role involves regulatory compliance, brush up on your knowledge of AML/CTF regulations and safer gambling practices. Be ready to discuss how you would approach due diligence checks and identify potential risks in customer behaviour.
✨Prepare Questions for the Interviewers
Having thoughtful questions ready shows your enthusiasm for the position. Ask about the team dynamics, the challenges they face in customer support, or how they measure success in this role. This not only helps you gauge if it's the right fit but also leaves a positive impression.
