Self-Service Manager 9-month Secondment

Location: Leeds

About us

At Arbor were on a mission to transform the way schools work for the better.

We believe in a future of work in schools where being challenged doesnt 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 7000 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 arent just about efficiency outputs and productivity but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work as well as learn.

About the role

We are looking for a proactive and experienced SelfService Manager to join our Customer Operations team and help us ensure our customers can find the information and support they need quickly and easily. The remit and focus of the role is to be responsible for managing and optimising our selfservice channels including our chatbot and help centre to enhance customer experience and drive efficiency. Its a broad and exciting role so were looking for someone up for a challenge if youre a collaborative and customer focused person this is the role for you.

Core responsibilities

• Chatbot Management:
• Oversee the daytoday management and performance of the chatbot including content updates dialogue flow optimisation and issue resolution.
• Analyse chatbot performance data to identify areas for improvement and implement strategies to enhance user experience and resolution rates.
• Collaborate with stakeholders to develop and implement new chatbot features and functionalities.
• Monitor and manage chatbot training data to ensure accuracy and relevance.
• Help Centre Management:
• Maintain and update the help centre content to ensure accuracy clarity and accessibility.
• Develop and implement strategies to improve help centre search functionality and user navigation.
• Analyse help centre usage data to identify knowledge gaps and develop new content to address customer needs.
• Ensure the help center content is aligned with the bot content and that both services work together effectively.
• Work to improve SEO of help centre content.
• Performance Monitoring and Reporting:
• Develop and maintain key performance indicators (KPIs) to track the effectiveness of selfservice channels.
• Generate regular reports on selfservice performance highlighting trends and areas for improvement.
• Present findings and recommendations to stakeholders.
• Customer Experience Enhancement:
• Identify and address customer pain points within the selfservice journey.
• Implement strategies to improve customer satisfaction and reduce reliance on assisted support channels (including the customer milestone calendar)
• Gather customer feedback and insights to inform selfservice improvements.

About you

• Proven experience managing and optimising selfservice channels including chatbots and help centres.
• Strong understanding of customer experience principles and best practices.
• Excellent analytical and problemsolving skills.
• Proficient in using data analytics tools to track and report on performance.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Project management experience
• Experience with content management systems.
• Familiarity with chatbot platforms and technologies
• Proactive and resultsoriented.
• Customerfocused and passionate about delivering excellent customer experiences.
• Strong attention to detail.
• Ability to adapt to changing priorities and work in a fastpaced environment.
• Excellent organisational skills

What we offer

The chance to work alongside a team of hardworking passionate people in a role where youll 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

1. Phone screen
2. 1st stage
3. 2nd stage

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 .

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:

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