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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 work, a bonus, private health insurance, and Friday pizza parties!
- 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 a commitment to equality for all applicants.
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.
- Compliance & Safer Gambling (AML/CTF & SG)
- 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.
Contact Detail:
NetBet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Customer Support Agents - Remote Work
✨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
Showcase your communication skills by preparing for role-play scenarios that may arise during the interview. Practice responding to customer queries or concerns in a calm and supportive manner, as this is crucial for the Customer Support Advisor role.
✨Tip Number 3
Network with professionals in the iGaming sector through platforms like LinkedIn. Engaging with industry groups can provide insights into the company culture at GIMO and NetBet, which can be beneficial during your application process.
✨Tip Number 4
Be prepared to discuss your experience with CRM platforms and other relevant software during the interview. Highlighting your adaptability to new systems will show that you're ready to hit the ground running in this hybrid role.
We think you need these skills to ace Online Customer Support Agents - Remote Work
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. Familiarise yourself with the iGaming industry and the specific compliance requirements related to AML/CTF.
Tailor Your CV: Highlight relevant experience in customer support, particularly in compliance or safer gambling roles. Use specific examples that demonstrate your relationship-building skills and ability to handle sensitive situations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and compliance. Mention your familiarity with CRM platforms and your willingness to work flexible hours, as these are key aspects of the role.
Proofread Your Application: Ensure that your CV and cover letter are free from spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial in a compliance-focused role.
How to prepare for a job interview at NetBet
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Support Advisor, especially in relation to safer gambling and AML. Familiarise yourself with the key terms and regulations, as this will show your commitment and knowledge during the interview.
✨Showcase Your Communication Skills
Since the role involves direct interaction with customers, be prepared to demonstrate your excellent communication skills. Practice articulating your thoughts clearly and concisely, and consider examples where you've successfully resolved customer issues in the past.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and how you would handle sensitive situations with customers. Think of examples from your previous experience where you managed difficult conversations or ensured compliance with regulations.
✨Research the Company and Industry
Familiarise yourself with GIMO and NetBet, as well as the iGaming industry as a whole. Understanding their values, mission, and the competitive landscape will help you tailor your responses and demonstrate your genuine interest in the company.
