Customer Self-Service Experience Manager
Location: Remote, with occasional travel to Leeds
Salary: £40,000 - £45,000
About Us
At Arbor, we're on a mission to transform the way schools work for the better. We believe in a future of work in schools where being challenged doesn't mean being burnt out and overworked. Our MIS and school management tools are already making a difference in over 7,000 schools and trusts.
About The Role
We're seeking a talented and innovative Customer Self-Service Manager to oversee our self-service offering, including our Help Centre, AI-powered support bot, customer milestone calendar, and self-service offerings. This hands-on role is pivotal in driving efficiencies and improving overall customer satisfaction.
Core Responsibilities
* Own the customer self-service journey and deliver a high customer experience
* Look for proactive self-service opportunities such as customer milestone calendars
* Self-service Optimisation: Continuously analyse our self-service tools to identify improvements
* Workflow Development: Design and implement custom workflows to automate routine tasks and streamline support processes
* Content Collaboration: Work closely with internal teams to ensure consistency and clarity in customer information
* Data Analysis: Leverage data analytics tools to gain insights into customer behaviour and pain points
* Training and Development: Stay up-to-date with the latest AI and chatbot technology advancements
* Stakeholder Management: Collaborate with cross-functional teams for seamless integration of the bot and Help Centre
* Creativity and Innovation: Explore new ideas and find innovative solutions to customer challenges
* Customer Focus: Strive to deliver exceptional support experiences
* Teamwork: Collaborate effectively with team members across different departments
Requirements
About you
* Technical Proficiency: Strong understanding of AI, machine learning, and natural language processing concepts
* Data Analysis Skills: Proficiency in data analysis tools to extract meaningful insights
* Problem-Solving Abilities: A keen eye for detail and a knack for identifying and resolving issues
* Communication Skills: Excellent written and verbal communication skills
* Adaptability: Ability to quickly adapt to evolving technologies and customer needs
* An understanding of the education sector is an advantage
Benefits
What we offer
The chance to work alongside a team of hard-working, passionate people. We also offer:
* A dedicated wellbeing team who champion initiatives
* 32 days holiday (plus Bank Holidays)
* Life Assurance paid out at 3x annual salary
* Comprehensive wellness benefit provided by AIG Smart Health
* Private Dental Insurance with Bupa
* Salary sacrifice Pension provided by Scottish Widows
* Enhanced maternity and adoption leave pay
* Access to services such as Calm and Bippit
* All roles champion flexible working
* Social committees that plan team events
* Dedicated professional development training budget
* Volunteer with a charity of your choice for a day each year
* Dog friendly offices!
Interview process
* Phone screen
* 1st stage
* 2nd stage
We are committed to a fair and comfortable recruitment process. If you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at careers@arbor-education.com.
Arbor Education is an equal opportunities organisation
Our goal is for Arbor to be a workplace that represents, celebrates, and supports people from all backgrounds.
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