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 Arbor Customer Team has scaled quickly over the last 5 years growing from a small team of 20 FTE in Leeds to over 130 FTE supporting multiple products across multiple sites. To support our continued growth we are looking for an experienced resource planner who can help us scale efficiently.

We are looking for a diligent and enthusiastic Resource Planner to join our Customer Success team and help us to manage resources, as well as ensure that we continue to scale sustainably. The remit and focus of the role is to model resource requirements, design optimal shift patterns and schedules, as well as produce commentary on the performance of our plans. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a good team player and want to be a key part of a growing function, then this is the role for you.

Core responsibilities

• Model short/medium and long term resource requirements for the customer team based on historic operational data and sales forecasts

• Support Team Leaders with intraday planning in the contact centre, ensuring they have an accurate model to benchmark against.

• Design optimal shift patterns and schedules for the contact centre

• Overall responsibility for capacity plans, FTE plans, productivity analysis

• Provide clear and realistic productivity targets for the customer teams to ensure we hit budgets but also maintain a high level of customer satisfaction.

• Producing daily, weekly and monthly commentary on the performance of resource plans

• Proactively raising any risks associated with meeting budgets or customer SLAs based on your resource plan

• On behalf of the Customer Team provide appropriate inputs to manage the annualised and termly budget process

• Sync with sales pipeline planning through weekly and monthly review.

About you
We’re looking for an experienced Resource Planner, who is going to play a pivotal role in the growth of our Customer Success function. Beyond that, we’d love to see:

• Experience of working in a Planning Team, ideally within a multi product multi channel contact centre

• Well versed in the provision and design of commercially aware resource models

• Ability to challenge and question trends to address issues and identify opportunities for financial growth

• A high level of accuracy and attention to detail

• Strong analytical, communication, management and organisational skills

• Highly Advanced Excel skills

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!
  
  

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 careers@arbor-education.com.

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: careers@arbor-education.com

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