Base Pay Range
Location: Central Leeds – Hybrid working
Salary: £32,000 starting salary
* 8:30 am – 5:00 pm, Monday – Friday (no weekends or bank holidays)
* Fantastic development opportunities
* Rapidly growing tech company
* Opportunity to make a real difference in the world of education
About Us
At Arbor, we’re on a mission to transform the way schools work for the better. By providing the right tools and technology, we help schools work smarter, reducing stress and focusing on what truly matters: improving the lives of teachers and the outcomes for students.
Our platform and products are built by a dedicated and diverse team, including experienced specialists, ex‑teachers, and EdTech engineers, all passionate about making a difference in education.
About the Role
We are seeking a customer service superstar passionate about delivering top‑notch support to our Advanced Support customers. You will support schools via calls and emails, deliver additional services as part of Arbor’s Advanced Support package, and assist the wider 2nd Line Support Team as needed.
Day in the Life of an ASA at Arbor
* Serve as a named contact for Advanced Support accounts to deliver a premium service
* Meet response and resolution targets for all Advanced Support SLAs
* Conduct in‑person "surgery" days at schools, offering dedicated support
* Facilitate 1‑1 troubleshooting webinars half‑termly and develop 10 custom reports annually
* Become an expert in supporting secondary schools on the Arbor platform
* Provide support to 1st and 2nd line teams as required
Responsibilities
* Ensure Advanced Support customers fully utilise the services in their package
* Maintain up‑to‑date records in Gainsight regarding kickoff calls and success milestones
* Assist colleagues and customers with complex service requests regarding Arbor
* Achieve a 95% satisfaction rate on Advanced Support tickets while building a bank of references
* Meet productivity and resolution objectives to ensure timely, quality service for schools
* Manage your own case workload efficiently, taking full ownership of tickets
* Troubleshoot complex issues via phone, remote tools, or desktop support
* Adhere to Service Level Agreements for timely customer support
* Stay informed about new product releases and known issues within the product
* Contribute to complex seasonal webinars and online materials as needed
* Help expand our knowledge base to facilitate customer self‑service
* Support the growth of the Advanced Support service by highlighting challenges and proposing new ideas
Requirements (About You)
* Passionate about providing exceptional customer service
* Confident in managing key stakeholder relationships and handling challenging conversations
* Highly organised with strong attention to detail and a results‑oriented mindset
* Inquisitive and eager to understand issues in depth to reach the root cause
* Excellent written and verbal communication skills
* Strong problem‑solving abilities, solution‑driven, with excellent investigative skills
Benefits
* 32 days holiday (plus Bank Holidays) – 25 days annual leave plus 7 extra company‑wide days over Easter, Summer & Christmas
* Dedicated wellbeing team with initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and more
* Life Assurance paid out at 3× annual salary
* Comprehensive wellness benefit via AIG Smart Health: 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
* Five free return‑to‑work maternity coaching sessions
* Access to services such as Calm and Bippit (financial wellbeing coaching)
* Flexibility: all 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
* Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships)
* Volunteer with a charity of your choice for a day each year
* Dog‑friendly offices
Interview Process
1. Phone screen
2. First stage
3. Second 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 backed by our partnership with Neurodiversity Consultancy, Lexxic, who provide us with training, support and advice.
Equal Opportunities
Arbor Education is an equal opportunities organisation. Our goal is to create a workplace that represents, celebrates and supports people from all backgrounds, giving them the tools they need to thrive. We actively encourage applications from people of all backgrounds.
Refer a Friend
Know someone else who would be good for this role? Refer a friend, family member or colleague. If they are offered a role with Arbor, we will 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.
Key Details
* Seniority level: Entry level
* Employment type: Full‑time
* Job function: Other
* Industries: IT Services and IT Consulting
* Location: Central Leeds (Hybrid working)
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