Service Design Architect - FTC
Location: Leeds
Starting Salary - £39,000 per year
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 Customer Operations team focus is to help the MIS division scale whilst maintaining an outstanding customer experience.
You will be the key representative of the Customer Team in all major enterprise bids and with the customer in the delivery phase. You will operate across pre-sales and post-sales to input into service design. This is a customer-facing role in which you will be able to describe key customer lifecycle processes in detail either face-to-face or in writing, selling the benefits of our best practice processes.
This role is responsible for translating bids and company requirements e.g. company acquisitions, and bringing these into a scalable service design with the Customer Department and gaining sign-off from key internal stakeholders and any suppliers who underpin our service offer. The scope of the service offer includes:
Support ( Service Desk)
Support 2nd line ( ITIL processes)
Training and professional service
Customer Success including onboarding and account management
Customer operations - continue to develop, implement and maintain service design and transition processes
Variation to our Service Charter to negotiate upon
Core responsibilities
Reviewing large enterprise bid requirements and assessing operational readiness to deliver against requirements.
Creation of the overall service design in the bid, including the customer onboarding plan, support structure and ongoing customer relationship design. Sign off from senior leaders within the Customer Team.
Creation of standardised bid materials to be used in tenders relating to our service offer.
Joining customer-facing bid calls to check requirements and articulate our service offering.
Work with 3rd party software and service providers as appropriate to input into our service design.
Input to bid pricing based on overall service design.
Negotiate SLAs on behalf of the Chief of Customer Success
Ensure efficient mobilisation of new contracts and services in line with the proposed offerings
Identify, as part of service design, the skills, capabilities and functional requirements within the customer team to deliver service quality
Work with the Customer Operations team to continue to develop, implement and maintain service design and transition processes (using continuous improvement)
Provide presentation material of service solutions for sign-off from key stakeholders
About you
Experience working in a continuous improvement/LEAN role with cross-functional teams on large-scale projects
Experience within a SaaS environment.
Strong prioritisation, process improvement, project management and time-management skills
Able to work in a fast-paced environment and confident in communicating with senior stakeholders
A data-driven approach to design, develop and implement processes
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
Phone screen with Talent Acquisition Partner
Interview with Desma, Head of Customer Operations
In-person final stage including task with Desma and some of the wider team
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 Operations
- 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.
Service Design Architect - FTC
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