Associate Education Monitoring Analyst

What's the opportunity?

At Smoothwall, we believe every child deserves to explore the digital world safely. As an Associate Education Monitoring Analyst, you'll play a crucial role in providing human moderation support for our Smoothwall Monitor Managed Service offering.  

As a member of our Product team, you will monitor students' online activities worldwide to identify potential safeguarding risks and, when necessary, liaise with Designated Safeguarding Leads (DSLs) within schools.  

The work requires a keen eye for detail, an understanding of modern online culture amongst young people and an ability to work at pace whilst making accurate decisions.  

This isn't just a job; it's a purpose. You'll be part of a passionate team working at the intersection of technology and wellbeing, using your analytical skills and cultural awareness to make a tangible difference every day.

Core responsibilities 

• Content Assessment 
• • Monitor and assess keystrokes and accompanying screenshots 
  • Identify and flag safeguarding risks to schools/DSLs
  • Contacting DSLs/Schools to alert them about critical risks, including but not limited to issues such as suicide and illegal content.
• Provide timely responses
• • Handle high volumes of content efficiently while maintaining accuracy 
  • Meet established response times for events
• Collaboration and Escalation 
• • Collaborate with team members to review unique incidents that require collective input or expertise 
  • Escalate high risk or complex captures to a senior member of the team for review 
• Trend Feedback 
• • Actively monitor and share information on emerging trends with the team to keep them informed.

What you'll need to succeed

Essential

• Fluent English, written and verbal.
• Highly IT literate, with solid knowledge of global social media platforms, online games, and apps popular among young people.
• Familiarity with online culture and norms 
• Strong decision-making skills with the ability to act quickly.
• An ability to remain calm and empathetic when under pressure or dealing with difficult situations
• A strong work ethic and ability to stay focused for extended periods
• Excellent customer service, interpersonal, and communication skills, including verbal, written, and numerical proficiency.
• Collaborative team player, capable of working effectively within a large team.
• Ability to thrive in a fast-paced environment.

Desirable

• Previous web / content moderating experience
• Previous experience of working with vulnerable situations
• Previous experience in a safeguarding setting or awareness of safeguarding laws and principles. 

No two people are the same - we provide full on-the-job training, so if you don't tick every box, please still apply. What matters most to us is your mindset, values, and commitment to keeping children safe online. It's not just about skills — it's about culture, compassion, and purpose.

Personal Characteristics 

• Deeply committed to ensuring user safety.
• Highly collaborative and an excellent team player.
• Dedicated to fostering a culture of continuous improvement.
• Meticulous attention to detail while consistently achieving quality and productivity targets.

This role requires the applicant to deal with moderation of content and other circumstances which may be distressing or inappropriate.  Unlimited welfare services will be available to support the applicant.

This role also meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.