Customer Support Advisor - SG & AML

Job Title: Customer Support Advisor - Safer Gambling & AML

Location: London - Hybrid

About GIMO:

Global Interactive Marketing Online (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. Its features are recognised by flagship organisations specialising in regulating and controlling online gaming sites. To enrich player trust and protection NetBet has several gaming licences from across the world including MGA, UK, Mexico, Denmark, Greece, France, Romania, and Italy. This ensures that NetBet operates in line with the rules and regulations of each jurisdiction and that players receive the best possible service. Should you need any help or advice about betting, our customer support services are available to answer your questions via email, chat, and phone.

THE ROLE :

As an 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, which is available here . CVs are retained for 12 months, and we may contact you regarding other suitable roles during this period'