Key Responsibilities:

• Serve as the escalation point for Moderation cases reviewed by the offshore Moderation team and requiring investigation and/or intervention
• Provide detailed written accounts of actions taken in response to moderation cases, capturing the end-to-end process followed, the justification for the actions taken and the outcome of the review
• Assess, investigate, and compile relevant information to support decision-making, making judgement calls where necessary
• Issue relevant interventions to platform users as documented in Mable processes and procedures
• Escalate complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome
• Receive and make phone calls to platform users that are querying interventions issued to their accounts
• Manage the moderation case process in accordance with all Mable policies and processes
• Assess, resolve and escalate potential issues flagged by our internal algorithms
• Communicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes
• Participate in regular weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies
• Proactively identify opportunities to continually improve internal practices procedures
• Promote a positive and professional culture within the team
• Undertake other duties and responsibilities as required

Skills and Experience:

• Experience in a customer-facing role, preferably with an element of conflict resolution
• Excellent written & verbal communication skills
• High level of motivation and ability to handle a high-volume environment
• Experience in handling challenging conversations
• Calm, confident, and well-prepared
• Ability to follow and implement written processes and procedures
• Ability to clearly communicate actions taken and actions required by other Mable teams
• Confidence using various software programs and systems (Salesforce experience advantageous)
• Developed record-keeping skills
• A customer-focused lens
• Knowledge of best practice administration processes and procedures
• Excellent attention to detail, time management and organisational skills
• Team player mentality and committed to a high-performance culture