* £23,000 starting salary
* Central Leeds & Lincoln Offices- Hybrid working
* 8am - 5pm Monday - Friday working hours (no weekends or bank holidays!)
* Fantastic development opportunities
* Rapidly growing tech company
* An opportunity to make a real difference in the world of education!
About the role
We are looking for a customer service superstar who is passionate about giving the very best service and helping our users with first line enquiries. You will be inquisitive, enjoy investigating and solving problems and be able to actively listen to customers and find solutions! You will be a main point of contact for a variety of users within the school, resolving queries via telephone, email, and webchat in a timely manner.
Our customer team are enthusiastic, friendly and dedicated experts, all working together to provide the best possible service to our schools!
A day in the life of a CSA at Arbor..
* Providing excellent first line support to resolve customer queries via incoming calls, webchat and emails.
* Identifying any risk and relaying the information to relevant teams, working well internally.
* Ensuring queries/complaints are resolved for clients within service level agreements (SLAs).
* Maintain and keep records up to date.
* Consistently represent and work in line with company values.
* Helping to write up further FAQs and online guide materials.
* Going the extra mile to delight customers
* Identifying and proactively sharing key themes arising from calls and emails.
* Capturing customer feedback on feature requests and sharing this via the internal roadmap process.
About you
* A passion for delivering first class customer service!
* Strong problem-solver who isn’t afraid to work across teams to find solutions.
* Outstanding communication and interpersonal skills.
* Enjoys investigating a problem and coming up with creative solutions.
* The ability to work collaboratively with your teammates to achieve team & department objectives.
* Understanding of the national educational landscape is desirable but not essential.
* A proactive approach to answering calls, webchat and emails.
* Experience using a CRM or MIS system or at least the ability to learn new systems quickly!
* Proficient in spoken and written English.
* Ability to work effectively within a fast-paced, results-oriented culture.
About us
At Arbor, we’re on a mission to transform the way schools work for the better. 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.
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
* Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
* 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
* Volunteer with a charity of your choice for a day each year
* Dog friendly offices!
Interview process
1. Once your CV has been shortlisted by our People Team, Kiefer (Talent Acquisition Manager) will be in touch to schedule a 20-30 minute introductory call.
2. Our 1st stage interview takes place with 2 Support Team Leads online - we use Google Meet for the majority of our video interviews.
3. Our 2nd and final stage interview will be a video call with Emily Dowse (Head of Support).
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.
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!
Please note: We are unable to provide visa sponsorship at this time.
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