Digital Customer Operations Analyst

at  Arbor Education

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.

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: careers@arbor-education.com
Please note: We are unable to provide visa sponsorship at this time

ABOUT THE ROLE

We are looking for a process driven and adaptable Digital Customer Operations Analyst to join our Customer Operations team and help us scale the MIS division while consistently enhancing customer experiences. The remit and focus of the role is to collaborate with sales, customer service, product, and marketing teams to design, implement, and continuously improve data-driven digital programs that deliver a strong return on investment. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a highly organised and a customer centric person, this is the role for you.

CORE RESPONSIBILITIES

• Deliver continuous improvement initiatives across the Customer Team
• Monitoring and analysing customer sentiment and identifying trends driving the customer experience.
• Representing the voice of the customer internally
• Use data to inform actions, simplify customer journeys and reduce customer interactions.
• Manage Customer surveys (NPS, C-sat) and closed-loop process
• Support the re-design and improvement of customer experience processes where appropriate.
• Work with all areas of the business to review the customer experience and prepare plans to support scaling
• Present data and insights to key stakeholders to enable them to make informed decisions
• Work with key stakeholders across the business to design and build digital programmes and provide best practice advice
• Optimise Gainsight and Zendesk configurations to enhance data accuracy and accessibility
• Ensure Customer Operations systems are well maintained and support BAU
• Creation of rules/automation within Gainsight/Zendesk
• Delivery of data moving process within Customer Operations systems and the wider Arbor Division
• Delivery of system setup and improvements via technical enhancements to processes
• Develop and maintain reporting dashboards to monitor key performance indicators (KPIs).
• Monitor and review ROI associated with digital programmes

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!
• Private Dental Insurance
• 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