Head of Customer Operations

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.

We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job.

We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.

Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.

About the role

In this role you will be responsible for developing a digital led customer experience with the aim of improving customer satisfaction and supporting Arbor’s ambition to scale.

It is a cross functional role and you will engage with stakeholders from sales, customer service, product and marketing to design and deliver digital led programmes such as measuring customer satisfaction, contact deflection and increasing user adoption.

You will also be managing a team of people who will be responsible for executing the digital led approach. This is a super exciting role for someone who wants to lead and transform customer experience using the latest technology and methodologies!

Core responsibilities

• 
  Managing and developing a team of people responsible for delivering the digital customer strategy including the online content team and digital customer operations analysts.

• Developing our overall approach to digital led customer engagements with clearly defined targets.

• Being the voice of the customer programmes including NPS and CSAT, using insight to develop new targeted digital programmes.

• Analysing customer data from systems such as Zendesk/CRM/LMS and Gainsight to inform new digital programmes.

• Responsible for online help content and operational customer communications (both in app and in our helpcentre).

• Working with key stakeholders across the business to design and manage digital customer success programs, focusing on onboarding/upsell/renewal/churn/risk and user adoption.

• Producing weekly and monthly MI on the progress and effectiveness of digital customer experience

• Bringing new ideas and approaches to Arbor’s digital strategy

• Administration and super user of Zendesk and Gainsight

About you

• Experience managing a team

• Proven record of managing and working well with multiple key stakeholders

• Loves to problem solve

• Evidence of excellent writing skills

• Experience in an engagement/digital role

• Education sector knowledge

• Experience in an analytics, project management and/or operations role

• Is an Excel/Google Sheets whizz

• Enjoys working with large amounts of data

• Has worked with survey and analysis tools

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!

• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas

• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay

• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!

• Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme)

• All of our roles champion flexible working and we are happy to discuss what this means to you!

• Social committees that plan team, office and company wide events to bring people together and celebrate success

• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)

• Volunteer with a charity of your choice for a day each year

• Dog friendly offices!

Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com.

Please note: We are unable to provide visa sponsorship at this time.