Customer Service Advisor (Term Time Only)

Customer Service Advisor (Term Time Only)

About the role

Our Customer team are dedicated experts who strive to help our schools and customers use Arbor as effectively as possible! 

This is a term time only position - perfect for someone looking for flexibility! 

We are looking for a friendly and passionate Customer Success Analyst to join our Customer team and help us provide excellent first line support to schools. The remit and focus of the role is to effectively deal with incoming calls and emails in a polite and timely manner. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a customer service superstar who cares about education, this is the role for you.

Core responsibilities

  • Providing excellent first line support to resolve customer queries via incoming calls and emails. 
  • Ensuring queries/complaints are resolved for clients within service level agreements (SLAs).
  • Resolving or refering queries to Customer Success Managers, Account Managers and 2nd line CSAs as necessary. 
  • Working closely with all relevant departments, ensuring all necessary relationships are maintained.
  • Maintaining and keeping Zendesk and CRM up to date. 
  • Working within company SLAs and adhering to ticketing best practice.
  • Consistently representing and working in line with company values.
  • Identifying and proactively sharing key themes arising from calls and emails.
  • Capturing customer feedback on feature requests.

About you 

We’re looking for someone with outstanding communication skills and a proactive attitude towards helping customers. Beyond that, we’d love to see:

  • Understanding of the national educational landscape is desirable.
  • Proficient in spoken and written English
  • A proactive approach to answering calls and emails.
  • Strong ability to use CRM & MIS systems.
  • Excellent ability to interpret data and understand school needs and develop school insights.
  • Strong problem-solver who isn’t afraid to work across teams to find solutions.
  • Ability to work effectively within a fast-paced, and results-oriented culture.
  • Able to quickly learn our products and understand how they fit within our customers’ businesses and how they add value.

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:

  • 25 days (pro rata) annual leave (plus Bank Holidays)
  • A personal budget for professional development 
  • Volunteer Days - take a day off each year to work with a charity of your choice
  • Childcare Vouchers and a Bike To Work scheme
  • Free breakfast in the office every day
  • Flexible working if you need it
  • Regular team nights out (we’ve had pizza making and escape rooms)
  • Fantastic offices in Leeds City Centre.
Usually responds within three days

Or, know someone who would be a perfect fit? Let them know!

Perks and Benefits

You'll have 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:

  • Professional development budget 🎓

    At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.

  • Mental health and wellness 🧠

    Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health.

  • Volunteering day 🤝

    We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice.

  • Regular team socials 🥳

    We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!

  • Half-day summer Fridays 😎

    Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!

  • Employee Assistance Programme 🧘‍♀️

    Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.

  • Flexible working 🤸‍♀️

    Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are

  • Dog-friendly offices 🐕

    Our offices are dog friendly, so if you'd like to bring your canine companion in for the day, that's no problem!

  • GRC Accredited ✔︎

    The Good Recruitment Charter defines good recruitment practice through key principles that the we aspire to.

Workplace and Culture

We’re a diverse and experienced team of ex-teachers, edtech engineers and education specialists 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!

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