Digital Customer Operations Analyst

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

The Customer Operations team is a tight knit, passionate team whose focus is to help the MIS division scale whilst maintaining an outstanding customer experience.

This is a cross functional role and you will engage with stakeholders from sales, customer, product and marketing to design and deliver efficient digital led programmes.

You will love interpreting data, using this to measure return on investment, gaps in efficiencies and to help you solve day to day queries.

Core responsibilities

• Working with all areas of the business to review the customer experience and prepare plans to support scaling.

• Presenting data and insights to key stakeholders to enable them to make informed decisions.

• Working with and advising key stakeholders across the business to design and build digital programmes and provide best practice advice.

• Monitoring and reviewing ROI associated with digital programmes

• Monitoring and analysing customer sentiment and identifying trends driving the customer experience.

• Representing the voice of the customer internally.

• Using data to inform actions and simplify customer journeys and reduce customer interactions.

• Managing customer surveys.

• Live and breathe a culture of continuous improvement

• Supporting the re-design and improvement of customer experience processes where appropriate.

About you
We’re looking for some who loves data! Beyond that, we’d love to see:

• Experience working in a fast paced, rapidly scaling and ever changing environment.

• A passion for interpreting data and problem solving.

• Experience within the B2B SaaS sector.

• Understanding of the education sector.

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

• Is an Excel/Google Sheets whizz.

• Has worked with survey and analysis tools.

• A confident manner reporting back to a variety of stakeholders with suggestions.

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: [email removed - click apply for more details]

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 [email removed - click apply for more details].

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