Location: Leeds

Salary: £30,000 - £35,000

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 a collaborative and analytical Support Team Lead to join our Customer Support team and motivate and manage the performance of one of our 1st line support teams. The remit and focus of the role is to track and drive performance in the team, while ensuring that they are providing an excellent customer experience. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re customer centric and a good team player, this is the role for you.

Core responsibilities

• Line manage a team of Customer Success Analysts delivering monthly 1-1’s, half-yearly performance reviews, and individual development plans to ensure the success of the team

• Track and drive performance of individual team members

• Carry out monthly quality checks on a sample of CSA tickets giving regular, constructive feedback and coaching

• Work closely with the Senior CSA in the team to inform training and coaching plans

• Work within company SLAs and ticketing best practice guidance

• Lead all first stage interviews for new Customer Success Analysts

• Contribute to Customer Team & Support Team planning, putting forward any ideas to streamline process and reduce costs

• Support the team by answering first line calls and tickets for our customers, demonstrating what it means to provide excellent customer service

• Identify where customers may be at risk, following the risk process to produce clear mitigation plans when needed

• Make recommendations for cross functional collaboration to the Head of Support

• Work closely with all relevant departments allowing free communication of ideas and information that may affect our customers

• Consistently represent and work in line with company values

• Ensure queries/complaints raised to the Support Team are resolved within service level agreements (SLAs) and the customer is satisfied with the resolution

• Resolve or refer queries to relevant stakeholders across Arbor as necessary

• Maintain and update Zendesk and CRM and track the performance of this in your team.

• Support with the successful onboarding of new clients

About you

• Experience as a team lead in a first line customer service environment

• Experience managing omni-channel experience across calls, emails and webchat

• Outstanding communication and interpersonal skills

• Ability to work effectively within an entrepreneurial, fast-paced, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline

• Experience setting clear goals/objectives for both individuals and teams

• Confident reporting achievements and challenges faced within the team to the wider business

• Ability to interpret data in order to understand school needs and develop schools insights

• Passionate commitment to providing high quality customer service

• A leader who exemplifies the willingness to go the extra mile for our customers

• Understanding of Arbor MIS and the landscape in which our schools operate desirable

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

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.