1st Line Operations Manager
Location: Leeds
Salary: £35,000 - £45,000
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
We are looking for an experienced and communicative 1st Line Operations Manager to join our 1st Line Customer Support team and help us ensure that we are delivering the very best experience to our customers. The remit and focus of the role is to manage, coach, and develop a team of Managers, who are leading the 1st Line Support function . It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a customer focused and a collaborative leader, this is the role for you.
Core responsibilities
Line manage and coach 1st line Team Leads delivering monthly 1-1’s, yearly performance reviews, and individual development plans to ensure the success of the team
Own the 1st Line strategy for hiring, training, quality checking, and monitoring performance
Ensure an outstanding customer experience by using data to inform strategy
Act as an escalation point for customers where needed and ensure complaints are resolved within service level agreements (SLAs) and the customer is satisfied with the resolution
Produce some daily, weekly and monthly reporting and MI for the Head of Support
Work collaboratively with Resource Planning to assist with forecasting and team right sizing
Be responsible for the relationship with and performance of our outsourcing partners
Carry out monthly quality calibrations with Team Leads on a sample of tickets giving regular, constructive feedback and coaching
Work closely with the Partner Team Lead and Senior CSAs to inform our strategy for training and coaching plans
Lead all second stage interviews for new 1st Line Analysts
Contribute to Customer Team & Support Team planning, putting forward any ideas to streamline process and reduce costs
Identify where customers may be at risk, following the risk process to produce clear mitigation plans when needed
Produce recommendations for improving the customer experience and own the implementation and delivery of any initiatives at 1st Line, working closely with Customer Operations where necessary
Help with managing other teams within Support should the need arise due to absence etc.
Consistently represent and work in line with company values
Resolve or refer queries to relevant stakeholders across Arbor as necessary
About you
5+ years experience as a Team Lead in a Customer Service setting
Able to motivate other leaders of varied levels of knowledge and background
An outstanding communicator with the ability to disseminate information clearly and effectively with stakeholders of all levels
Experience setting clear goals/objectives for both individuals and teams
Confident reporting achievements and challenges faced within the team to the wider business
Can demonstrate strong commercial awareness
Passionate commitment to providing high quality customer service
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!
Private Dental Insurance
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
Phone screen
1st stage
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.
- Department
- Customer Support
- Locations
- Leeds
- Remote status
- Hybrid Remote
Leeds
Perks and Benefits
-
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!
About Arbor Education
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.
1st Line Operations Manager
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