1st Line Customer Service Advisor

1st Line Customer Service Advisor

About the role

Our customer team are professional, friendly and dedicated experts, helping our end users with first line enquiries regarding our Management Information System in their school setting. 

We are looking for a customer enthusiast who is passionate about giving the very best service and helping deliver solutions for software users. The remit and focus of the role is to be a main point of contact for a variety of users within the school, resolving queries via telephone, email, and webchat in a timely manner.

Core responsibilities

  • Providing excellent first line support to resolve customer queries via incoming calls, webchat and emails. 
  • Identifying where client accounts may be at risk and relay information to relevant teams, working well internally. 
  • Ensuring queries/complaints are resolved for clients within service level agreements (SLAs) and that the customer is satisfied with the resolution.
  • Maintain and keep Zendesk records up to date. 
  • Consistently represent and work in line with company values.
  • Identifying opportunities for and writing up further FAQs and help materials.
  • Exemplify the willingness to go the extra mile to delight our customers. 
  • Identifying and proactively sharing key themes arising from calls and emails.
  • Capturing customer feedback on feature requests and sharing this via the internal roadmap process.

About you

  • Outstanding communication and interpersonal skills.
  • The ability to work collaboratively with your teammates to achieve team & department objectives.
  • Understanding of the national educational landscape is desirable. 
  • A proactive approach to answering calls, webchat and emails.
  • A right first-time attitude with a passion for delivering excellent customer service.
  • Strong ability to use CRM & MIS systems.
  • Strong problem-solver who isn’t afraid to work across teams to find solutions.
  • Proficient in spoken and written English.
  • Ability to work effectively within a fast-paced, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline. 
  • Good knowledge of our products and an understanding of 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:

  • We have a dedicated training budget to help support development!
  • 1 day off each year to volunteer with a charity of your choice.
  • Access to a choice of comprehensive 24/7 well being support services as well as internal Wellbeing Champions.
  • Depending on your role, we can offer flexible working.
  • Enhanced maternity pay 
  • Our social committees organise regular team nights out (we’ve had pizza making, virtual escape rooms and curry clubs!)
  • We offer 30 days holiday (plus Bank Holidays), part of which is made up of half day Fridays during the school summer holidays, a day off during Easter and a day off over Christmas.
  • Our office is based in the heart of Leeds. It’s lively and vibrant, and you’ll have breakfast supplied every day along with other healthy snacks you can choose from. 

The safety and wellbeing of all Arbor employees is our number one priority. Therefore this role will be home based for the foreseeable future during the COVID-19 outbreak and will subsequently be based at our Leeds City Centre office once it is safe to return to an office environment. We will be looking 3 days a week in the office during probation, to be reviewed after 6 months.

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  

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 careers@arbor-education.com.

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

We usually respond within three days

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


Old School Board
LS1 3ED Leeds Directions careers@arbor-education.com View page

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 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!

Already working at Arbor Education?

Let’s recruit together and find your next colleague.


Applicant tracking system by Teamtailor