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- Tasks: Support UK customers with personalised service while ensuring compliance with regulations.
- Company: GIMO is a leading marketing agency in the iGaming industry, partnering with top brands like NetBet.
- Benefits: Enjoy hybrid working, a discretionary bonus, private health insurance, and Friday pizza parties!
- Why this job: Join a dynamic team focused on customer experience and compliance in a fast-paced industry.
- Qualifications: Experience in customer support, preferably in AML/CTF or iGaming; strong communication skills required.
- Other info: Flexible hours may be needed, including occasional weekends.
The predicted salary is between 28800 - 43200 £ per year.
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.
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.
- 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.
- Conduct due diligence checks on new and existing customers to ensure compliance with AML/CTF and LCCP regulations.
- Engage directly with players showing signs of risk or harm via phone and email in a supportive, non-confrontational manner.
- Ensure internal processes align with regulatory guidance, RG policies, and best practices.
- 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.
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. Comfortable using CRM platforms, Microsoft Office Suite (Excel, Word, PowerPoint), RMS, JIRA, and adaptable to new systems. 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]
- End of year discretionary Bonus
- Pension Scheme
- Private Health Insurance
- Pizza and drinks every Friday.
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 Service Agent - Remote/Hybrid/Office Based employer: NetBet
Contact Detail:
NetBet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent - Remote/Hybrid/Office Based
✨Tip Number 1
Familiarise yourself with the iGaming industry, especially the regulations surrounding AML/CTF 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
Practice your communication skills, particularly in handling sensitive topics. Since you'll be engaging with customers showing signs of risk, being able to communicate effectively and empathetically is crucial for this role.
✨Tip Number 3
Network with professionals in the iGaming sector. Join relevant online forums or LinkedIn groups where you can connect with others in customer support and compliance roles. This can provide insights into the industry and potentially lead to referrals.
✨Tip Number 4
Be prepared to discuss real-life scenarios during your interview. Think of examples where you've successfully managed customer relationships or dealt with compliance issues, as this will showcase your experience and problem-solving abilities.
We think you need these skills to ace Customer Service Agent - Remote/Hybrid/Office Based
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Support Advisor in the context of Safer Gambling and AML. Familiarise yourself with the iGaming industry and the specific compliance requirements mentioned in the job description.
Tailor Your CV: Highlight relevant experience in customer support, particularly in AML/CTF or safer gambling roles. Use specific examples that demonstrate your relationship-building skills and customer-first mindset, as these are crucial for this position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for compliance and customer experience. Mention your familiarity with CRM platforms and your ability to work collaboratively across departments, as these are key aspects of the role.
Proofread Your Application: Ensure that your application is free from spelling and grammatical errors. A polished application reflects your attention to detail, which is essential in a compliance-focused role like this one.
How to prepare for a job interview at NetBet
✨Understand the Company and Role
Before your interview, make sure you research GIMO and NetBet thoroughly. Understand their values, the services they offer, and the specific responsibilities of the Customer Support Advisor role. This will help you tailor your answers and show genuine interest.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills, especially in handling difficult situations. Be ready to discuss how you’ve built relationships with customers and ensured their satisfaction, as this is crucial for the role.
✨Show Your Knowledge of Compliance
Since the role involves AML/CTF and safer gambling, brush up on relevant regulations and best practices. Be prepared to discuss how you would handle compliance issues and support vulnerable players, demonstrating your understanding of the importance of these areas.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. This could be about the team dynamics, the company culture, or how success is measured in the role. It shows your enthusiasm and helps you gauge if the company is the right fit for you.
