Website Moderator

**Salary**: £23,490 per annum

**Job Type**: 18 month fixed term/Full Time (35 hours per week)

**Job Location**: Manchester + remote working

We’re recruiting for 2 full time positions, on an 18 month fixed term contract. The shift pattern is 4pm-12am, including alternate weekends. This is a fantastic opportunity to expand and develop your skills in customer service, fraud detection and compliance related duties.

**SpareRoom at a glance**:
SpareRoom was launched in 2004. Since then we’ve helped over 10.5 million people in the UK and US find homes to share and great people to share them with. We get two million visitors every month. That's 379 (and a half) Royal Albert Halls full of potential flatmates. We believe living with the right people beats living alone, so our mission is a simple one - to create happier flatshares.

We’re a modern family business, owned only by our founders and directors. That means we’re able to put our users at the heart of everything we do and we love working with humble people who bring positive energy and like to get stuff done.

**The role**:
Our Site Moderation Team work alongside SpareRoom’s award-winning Customer Service Team to provide outstanding support to SpareRoom’s registered users. Our Site Moderators are responsible for moderating and approving all user-generated content, scam and fraud detection and all compliance-related issues.

You’ll be part of a busy team who work hard but have fun along the way and are renowned for excellent service.

**Main responsibilities will include**:

- Investigate and take appropriate action on reports of suspicious adverts.
- Provide information and advice to other departments and customers in relation to scam detection.
- Assist in developing, monitoring and implementing processes to aid scam detection and prevent future instances.
- Maintain information records and collate data to aid future investigations.
- Ensure advert content including photos and videos meet the terms and conditions of the website.
- Assist with the completion of DPA requests from relevant authorities.
- Communicate with site users over the phone where necessary

**Skills and experience**:

- A strong customer focus with the ability to deliver great customer service, both individually and as part of a team.
- Experience in a web-based company. A focus on fraud or risk investigation and resolution would be beneficial.
- A background in complaint resolution would be useful, but not essential.
- Confident and positive personality with excellent communication skills both written and verbal.
- Strong analytical skills with attention to detail are essential.
- Ability to learn and adapt to new techniques.
- Ability to remain calm and empathetic when under pressure or dealing with difficult situations.
- Able to understand the customers' point of view but be able to communicate our policies and values effectively.
- Ability to effectively multi-task and prioritise your workload.
- We’re an online service so regular internet use and knowledge will go a long way.

**Other benefits**
- Casual dress code
- Health & Wellbeing contributions
- Cycle to work Scheme
- Season travel loan
- Private healthcare plans Paid leave for volunteering - one day’s paid leave per year
- Workplace pension
- Rental deposit loan scheme
- Social fund

**Job Types**: Full-time, Fixed term contract
Contract length: 18 months

**Salary**: From £23,490.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Gym membership
- Paid volunteer time
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- 8 hour shift
- Night shift
- Weekend availability

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Manchester, M4 6AG