Trust & Safety Specialist

Powering Great Work We started as the place to find a trusted trade. Now, as we shape the future of home improvement, we're building the tech to transform that landscape for everyone. Better products, smarter data, AI where it actually helps, so trades can spend less time on admin and consumers can find someone they trust, first time. That's Powering Great Work , and it's why every team here exists: 🔧 Trades spend less time on admin and more on winning work and growing their business 🏠 Homeowners get a trusted trade, first time, every time 🚀 We get to build products that change homes and lives across the country Trust is at the heart of everything we do, and our Trust and Safety team plays a huge part in protecting it. As a Trust and Safety Specialist , you'll take ownership of more complex vetting cases, identify potential risks and help make sure the trades on our platform meet the standards homeowners expect. You'll also play a key role in supporting and developing the wider team, helping us continuously improve how we work. This role is based in our Lakeside, Portsmouth UK office. Please only apply if you can commit to 4 days per week in the office. The job, unfiltered: • Own the complex stuff. Independently manage end-to-end vetting for new and existing trade members, with a particular focus on higher-risk categories and more complicated case histories. • Spot risks before they become problems. Monitor member activity, reviews, risk indicators and alerts to identify potential concerns and take appropriate action in line with our Trust and Safety policies. • Make the right calls. Assess information objectively, exercise sound judgement and escalate concerns when needed, including recommending suspension or removal from the platform. • Keep things clear and accurate. Maintain detailed, timely and well-structured case notes so decisions are easy to understand and colleagues can confidently pick up where you've left off. • Know how to communicate. Choose the most effective way to engage with members and stakeholders, whether that's over the phone, in writing or through internal channels. • Help others level up. Share your knowledge and coach junior colleagues across our UK and outsourced teams, helping improve quality and consistency. • Be a go-to expert. Work closely with teams including Legal, Finance and Revenue Operations, providing guidance on vetting processes and more complex cases. • Make things better. Identify opportunities to improve processes, reduce inconsistencies and support changes that make our Trust and Safety function more effective. • Protect sensitive information. Handle personal and confidential data responsibly, ensuring we're maintaining the highest standards of care and compliance. The fit: • Experience in vetting, compliance, risk, fraud prevention, Trust and Safety or a similar environment. • Strong attention to detail, with the ability to assess complex information and make accurate, well-reasoned decisions. • Confidence managing sensitive or high-risk cases independently, knowing when to escalate. • Clear, concise communication skills, both written and verbal. • Strong organisational skills, with the ability to manage competing priorities without compromising quality. • A collaborative mindset and the confidence to share knowledge and support colleagues. • Good IT skills and confidence working across different systems and tools. • A genuine commitment to protecting customers, maintaining standards and doing the right thing. • Experience working in a marketplace, membership-based business or regulated environment. • Previous experience coaching, mentoring or supporting junior colleagues. • Experience identifying process improvements or helping implement operational changes. •