Social Media Moderator

Company Description

This is a predominantly remote position, however to be considered you need to be within a commutable distance to either our Dublin or Windsor office.

To be considered for this role you must currently reside in the UK.

We are not able to provide sponsorship for this position.

At Neilson, we help families put financial protection in place for their loved ones. We are a Life insurance provider who offers a wide range of first class Life insurance products via multiple direct brands and corporate partnerships. We believe in offering our customers straightforward life insurance.

We’ve evolved from our origins in the UK to become an international operation with offices in the USA, Canada, Ireland, the UK and Australia, with our head office based in Windsor and an in-house digital marketing agency, Thinkbait, based in Dublin, Ireland.  Having multiple locations worldwide enables Neilson to attract the absolute best people, allowing us to achieve our aim of being a leading global provider of life insurance.

We aim to provide a comprehensive range of innovative products and deliver exemplary service levels to our customers and corporate partners, providing a consistently high quality, fully integrated customer experience. We’ve been awarded Feefo’s top rating, the Trusted Merchant Gold Award, for our outstanding customer service.

Job Description

ThinkBait, the innovative marketing hub for Neilson Financial Services, is searching for a skilled Social Media Moderator to help manage our growing online presence for various life insurance brands across multiple markets. You’ll be responsible for ensuring our online communities remain safe, engaging, and aligned with the brand's voice across the UK, Canada, and other future markets.

You will actively monitor social media channels, respond to comments and queries, and ensure a positive, supportive environment for our customers. As the face of our life insurance brands on social media, your role is crucial in fostering trust and building relationships with our audiences.

Key Responsibilities:

• Moderate Online Communities: Actively monitor comments, questions, and direct messages across multiple social platforms (Facebook, Instagram, Twitter, etc.), ensuring responses are timely and aligned with the brand tone.
• Customer Engagement: Respond to customer queries and comments in a professional and empathetic manner, providing necessary information or directing them to appropriate resources.
• Escalation Management: Identify, document, and escalate any critical issues or negative sentiment to the Social Media Lead and customer service teams when necessary.
• Maintain Brand Consistency: Ensure that responses and engagements reflect the brand values and personality across all life insurance brands.
• Content Moderation: Flag inappropriate or irrelevant comments/posts to ensure that all brand pages maintain a positive and welcoming environment.
• Reporting: Track and report engagement metrics, highlight any trends or concerns, and suggest improvements to enhance customer interaction and experience.
• Collaboration: Work closely with the marketing, creative, and brand teams to ensure social media content aligns with campaign goals and customer expectations.

Qualifications

• Experience: Previous experience in social media moderation, community management, or customer service role.
• Strong Communication Skills: Excellent written communication skills with the ability to adapt tone and style based on the audience and platform.
• Problem-Solving Mindset: Ability to quickly resolve issues and de-escalate potential conflicts on social platforms.
• Familiarity with Tools: Experience using social media platforms and moderation tools (e.g., Sprout Social, Hootsuite, etc.) is a plus.
• Adaptability: Comfortable working across multiple markets, understanding differences in tone and culture for audiences in the UK, Canada, and future markets.
• Customer-Focused: A genuine desire to help customers and engage in meaningful conversations that build long-lasting relationships.
• Flexibility: Willing to work across different time zones and occasionally handle weekend shifts if required.