Social Media Moderator

London, England, United Kingdom Part-time Allows remote

This moderation role involves monitoring user-generated content on our client’s websites, forums and social media profiles, editing and removing any content that breaches our moderation guidelines where necessary. The provision of feedback and reporting on user comments and behaviour may be relevant to some projects depending on the client’s requirements.

The role will require you to work as part of a rota system. For many of our clients we run a 24/7/365 service, so you may be required to work evenings and weekends, as well as ad hoc cover shifts to accommodate other colleagues' sickness absence or annual leave.


Key role responsibilities:

  • Working with a team of moderators to ensure user-generated content e.g. comments, photos and videos that are uploaded to our client social network pages and online communities agree with Terms of Use and Community Guidelines; removing inappropriate content and managing problem users

  • Encouraging discussion within our online communities and responding to user questions, concerns and feedback, according to client guidelines and requirements

  • Assisting with the production of regular client reports on community activity statistics, key issues, feedback, trends and insights

  • Ad hoc escalation of urgent issues, customer service or technical questions, and moderation policy queries

  • Providing a ‘community synopsis’ of the top issues and points of view from community moderators and community users 

  • Working alongside our Community Managers to deliver a thorough and remarkable client service

Skills, Knowledge and Experience:

  • An excellent understanding of online user habits and idiosyncrasies

  • A clear understanding of current client interests and culture

  • An understanding of potential risks on online, forums and social media profiles

  • Previous moderation experience is an advantage

  • Confident user of social networks and forum tools such as Twitter, Facebook and YouTube

  • Frequent and self-assured user of email, instant messaging and other online communication tools

  • Confident, self-motivated and versatile with a proactive and highly-organised approach to work

  • An ability to work under pressure and to tight deadlines, as well as flexibility and adaptability in order to support the team at all levels

  • Excellent written, communication and presentation skills

  • A passion for social media and knowledge of the latest trends and platforms

  • A self-starter, happy to work under own initiative and the confidence to be a key part of the team

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