Anti-Money Laundering (AML) processes play a vital role in protecting both our business and our customers. We’re looking for an AML Escalations Officer to support the AML Manager in delivering robust AML and Due Diligence (CDD & EDD) controls across all Business-to-Customer (B2C) products. Working within the Compliance team, you’ll act as a key escalation point for complex and high-risk AML cases. You’ll help safeguard the business against money laundering, fraud, and social responsibility risks; while ensuring we continue to meet regulatory expectations set by the Gambling Commission. This is a hands-on role suited to someone confident in making evidence-based decisions, managing sensitive customer interactions, and working collaboratively across teams. What you’ll be doing: In this role, you will support the AML Manager in the delivery of the overall AML strategy and assist with the day-to-day operation of the AML function. You will handle complex customer cases and escalations arising from AML Officers, customer queries, or complaints, ensuring that decisions are robust, well documented, and evidence based. You will work closely with high-risk and Tier 1 customers to conduct enhanced due diligence and ongoing monitoring, providing clear recommendations on appropriate AML controls and outcomes. You will support the wider AML team to ensure service level agreements and key performance indicators are achieved, particularly during peak periods, and you will deputise for the AML Manager when required. The role also involves representing the AML team in key meetings, presenting customer profiles to stakeholders, and building strong collaborative relationships across Compliance, Customer Operations, and other business areas. Where suspicious activity is identified, you will raise Suspicious Activity Reports to the MLRO and ensure appropriate reporting into the AML Manager. Accurate record-keeping, regulatory awareness, and participation in ad hoc projects that support wider business and compliance objectives will form an important part of the role. What we are looking for: We are looking for someone with a good working knowledge of AML legislation and regulatory requirements, along with a clear willingness to continually develop their knowledge in this area. You will have a logical and structured approach to thinking, enabling sound decision-making and clear justification of outcomes. Confidence in making decisions and presenting recommendations to management and key stakeholders is essential. You will be highly motivated, well organised, and capable of producing accurate and detailed work to a consistently high standard, even when working under pressure or to tight deadlines. Strong workload management skills, excellent written and verbal communication, and a confident, professional telephone manner are all important for success in this role. You should be comfortable handling difficult or sensitive conversations with customers while maintaining professionalism and empathy. The ideal candidate will demonstrate strong computer literacy, including proficiency with Microsoft Office tools, and will understand the importance of confidentiality and data security. Experience producing metrics or reporting to support compliance and business objectives is desirable, as is the ability to apply policy directives in a practical, real-world environment. You should be able to work effectively on your own initiative, contribute positively within a team, and challenge existing processes where improvements can be made. What’s in it for you? At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you’ll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes; Competitive Basic Salary Discretionary Bonus Scheme Company Shares Option Plan Contributory pension scheme Life insurance (4 x basic salary) Simply Health Cash Plan Holiday entitlement (33 days inclusive of bank holidays) Study Support and opportunity for progression and development Confidential 24/7 365 employee assistance helpline Agile and collaborative office environment with free parking, fruit, biscuits, and drinks Regular social events, charity events and volunteering opportunities