Location: Leeds
Salary: £32,000 - £35,000
About us
At Arbor, we’re on a mission to transform the way schools work for the better.
We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.
Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.
At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.
About the role
As an Advanced Support Team Lead you’ll manage, coach and develop a team of Advanced Support Analysts and own the customer journey for this service. You’ll work closely with other Support Team Leads along with Customer Success and our Sales Teams to ensure we give our Advanced Support customers an enhanced offering that provides best in class support.
Core responsibilities
* Line manage and coach a team of Advanced Support Analysts delivering monthly 1-1’s, yearly performance reviews, and individual development plans to ensure the success of the team
* Manage the Advanced Support ticket queues via Zendesk, ensuring customer SLAs are met
* Carry out monthly quality checks on a sample of tickets giving regular, constructive feedback and coaching
* Work closely with the Senior CSA in the team to inform training and coaching plans
* Lead all first stage interviews for new Advanced Support 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
* Make recommendations for improving the Advanced Support service based on data and qualitative insights
* Work collaboratively with Customer Success and Partnership Teams to assist with forecasting and improving the customer experience
* Be willing to support the team at peak times by answering calls and tickets for our customers, demonstrating what it means to provide excellent customer service
* Support with managing other teams within Support should the need arise due to absence etc.
* 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, Gainsight and CRM and track the performance of this in your team.
* Support with the successful onboarding of new clients
* Run weekly overview support calls with key MAT customers as and when required
Requirements
About you
We’re looking for an experienced customer service team leader with strong interpersonal skills and the ability to motivate their team. Beyond that, we’d love to see:
* An outstanding communicator with the ability to disseminate information clearly and effectively with stakeholders of all levels
* 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
* Strong commercial awareness
* 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
Benefits
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
* Life Assurance paid out at 3x annual salary
* Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
* Private Dental Insurance with Bupa
* Salary sacrifice Pension provided by Scottish Widows
* 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 and Bippit (financial wellbeing coaching)
* 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.