Customer Self-Service Experience Manager

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Customer Self-Service Experience Manager

Client: Arbor Education

Location: Remote, with occasional travel to Leeds, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference:

c5f4c8a7e0e4

Job Views:

2

Posted:

28.03.2025

Expiry Date:

12.05.2025

Job Description:

Location: Remote, with occasional travel to Leeds

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. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.

Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.

At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity – but about creating happier working lives for the people who drive education every day: the staff. We want to make schools more joyful places to work, as well as learn.

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 offering (including webinars and our internal bot). 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 such as our Help Centre and bot performance.
• Refine help centre articles, bot responses, intent recognition, and natural language processing capabilities to ensure accurate and helpful interactions.
• Workflow Development: Design and implement custom workflows (including those related to key milestones) to automate routine tasks, streamline support processes, and enable customers to get best-in-class digital self-service support.
• Content Collaboration: Work closely with our internal teams, including Support, Customer Education, Customer Onboarding, Marketing and our Community Manager, ensuring consistency and clarity in customer information.
• Data Analysis: Leverage data analytics tools to gain insights into customer behaviour, pain points, and emerging trends. Use these insights to refine bot strategies and optimise support processes.
• Training and Development: Stay up-to-date with the latest AI and chatbot technology advancements. Train team members on bot usage, troubleshooting, and best practices.
• Stakeholder Management: Collaborate with cross-functional teams to ensure seamless integration of the bot and Help Centre into our overall support strategy.
• Creativity and Innovation: A passion for exploring new ideas and finding innovative solutions to customer challenges.
• Customer Focus: A strong customer-centric mindset, always striving to deliver exceptional support experiences.
• Teamwork: Ability to collaborate effectively with team members across different departments.

About you

Requirements:

• Technical Proficiency: Strong understanding of AI, machine learning, and natural language processing concepts. Experience with chatbot platforms, particularly Ultimate AI, is highly preferred.
• Data Analysis Skills: Proficiency in data analysis tools (e.g. Google Analytics, Zendesk Explore and/or Gainsight) to extract meaningful insights from customer interactions.
• Problem-Solving Abilities: A keen eye for detail and a knack for identifying and resolving issues.
• Communication Skills: Excellent written and verbal communication skills to effectively convey technical information to both technical and non-technical audiences.
• Adaptability: Ability to quickly adapt to evolving technologies and customer needs.
• An understanding of the education sector, key milestones and operational challenges within schools is an advantage.

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 every day. 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.
• Life Assurance paid out at 3x annual salary.
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks.
• Private Dental Insurance with Bupa.
• Salary sacrifice Pension provided by Scottish Widows.
• 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 and Bippit (financial wellbeing coaching).
• 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.
• Volunteer with a charity of your choice for a day each year.
• Dog friendly offices!

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at (emailprotected).

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

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.

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: (emailprotected).

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

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