At a Glance
- Tasks: Architect and maintain customer experience systems, focusing on automation and data integration.
- Company: Join a dynamic B2B SaaS company with a passion for innovation.
- Benefits: 32 days holiday, wellness support, flexible working, and professional development budget.
- Other info: Enjoy a dog-friendly office and opportunities for volunteering.
- Why this job: Make a real impact on customer experience while working with cutting-edge tools.
- Qualifications: Experience in analytics or operations, with hands-on knowledge of Zendesk and Gainsight.
The predicted salary is between 40000 - 50000 £ per year.
About the role
The CX Tooling and Automation Specialist is a technical, cross-functional role dedicated to architecting and maintaining the infrastructure that powers our customer experience.
You will bridge the gap between customer operations and technical execution, focusing heavily on the build, maintenance, and optimisation of our core CX platforms.
By leveraging automation and data integration, you will eliminate manual waste and ensure our systems scale effectively to support the wider division.
- Core responsibilities
- System Build & Configuration
- Process Architecture: Design, build, and deploy technical enhancements to customer experience processes.
- Tool Optimisation: Lead the technical configuration of Gainsight and Zendesk to ensure high data accuracy and accessibility.
- Automation Engine: Build and maintain complex rules and automated triggers within Gainsight and Zendesk to streamline the customer journey.
- Maintenance & Data Integrity
- System Health: Act as the primary owner for the maintenance of Customer Operations systems, ensuring they are robust enough for daily BAU activities.
- Data Pipelines: Manage the movement of data between Customer Operations systems and the broader Arbor Division platforms.
- Analytics Infrastructure: Develop and maintain automated reporting dashboards to track real-time KPIs and ROI on digital programs.
- Cross-Functional Collaboration
- Stakeholder Advisory: Provide best-practice technical advice to Sales, Marketing, and Product teams when designing new digital programs.
- Continuous Improvement: Identify \"moments of waste\" in the current tech stack and implement iterative fixes.
- Survey Management: Maintain the technical \"closed-loop\" process for NPS and C-sat surveys, ensuring data flows correctly to relevant stakeholders.
About you
- Technical Background: Proven experience in an analytics, operations, or technical project management role.
- Tooling Expertise: Hands-on experience with Zendesk, Gainsight, preferred. Experience with analytical tooling and process tooling.
- Sector Experience: Previous experience within B2B Saa S is essential; experience in the Education sector is highly preferred.
- Data Management: Comfortable managing large datasets and maintaining data integrity across integrated systems.
- Communication: Strong writing skills and the ability to present complex technical insights to non-technical stakeholders.
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
- 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
- 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!
- Interview process
- Phone screen
- 1st stage
- 2nd stage
- #J-18808-Ljbffr
CX Tooling and Automation Specialist in Leeds employer: Arbor Education 3
At Arbor, we pride ourselves on being an exceptional employer dedicated to transforming the educational landscape while prioritising employee wellbeing. Our Leeds-based team enjoys a vibrant work culture that champions flexibility, professional development, and a strong commitment to mental health support, alongside generous benefits like 32 days of holiday and enhanced parental leave. Join us in making schools happier places to work, where your contributions directly impact the future of education.
StudySmarter Expert Advice🤫
We think this is how you could land CX Tooling and Automation Specialist in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arbor Education 3. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arbor Education 3 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Tooling and Automation Specialist in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arbor Education 3:Your cover letter is your chance to shine! Tell us why you want to work at Arbor Education 3 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arbor Education 3!
How to prepare for a job interview at Arbor Education 3
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
