* £25,100 starting salary
* Central Leeds Office - Hybrid working
* 8:30am - 5:00pm 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
As a Customer Success Analyst at Arbor Education, you will be an essential part of delivering exceptional service and support to our users. Your primary responsibility will be to resolve customer inquiries effectively and efficiently through various communication channels, including phone, email, and webchat. Your proactive approach and keen problem-solving skills will ensure that our users receive timely and accurate assistance.
You will join a collaborative, enthusiastic team that is dedicated to enhancing the customer experience and driving success for schools across the country.
Key Responsibilities:
* Provide excellent first-line support by addressing customer inquiries across calls, webchat, and emails.
* Identify potential risks and communicate relevant information to internal teams.
* Ensure resolution of customer queries and complaints within agreed service level agreements (SLAs).
* Maintain accurate records of customer interactions and keep documentation up-to-date.
* Represent and uphold the company values in all customer engagements.
* Contribute to the creation of FAQs and other online resources for customers.
* Strive to exceed customer expectations at every opportunity.
* Track and report recurring themes in customer feedback.
* Facilitate customer feedback on feature requests through internal processes.
Role Progression:
By the end of your first month, you will:
* Have a solid understanding of our core products and services.
* Familiarize yourself with the structure and objectives of the Customer Team.
* Introduce yourself to key team members across various departments.
* Begin to contribute meaningful ideas during team meetings.
Within three months, you will:
* Be confident in communicating with end users and resolving their inquiries.
* Master our communication style in verbal and written interactions.
* Understand our internal systems and suggest improvements for efficiency.
Within six months, you will:
* Participate actively in our feedback loop, assisting product and engineering teams.
* Become adept at working within SLAs.
* Engage with ongoing projects that aim to enhance customer interactions across multiple channels.
About You
* A genuine passion for delivering outstanding customer service.
* Strong problem-solving skills with the ability to work collaboratively with teams.
* Excellent communication and interpersonal skills.
* Enjoy exploring issues and devising creative solutions.
* A track record of teamwork to achieve common objectives.
* Interest in the educational sector is a plus, but not essential.
* Proactive and enthusiastic in responding to customer needs.
* Familiarity with CRM or MIS systems is beneficial; quick learners are encouraged!
* Fluency in written and spoken English.
* Adept at thriving in a dynamic, results-driven environment through strong organizational skills.
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. Once your CV has been shortlisted by our People Team, we will be in touch to schedule a 20-30 minute introductory call. This will be a chance for you to ask any initial questions, learn more about us and the role as well as us learning more about your search and experience.
2. Our 1st stage interview takes place with 2 Support Team Leads online - we use Google Meet for the majority of our video interviews. This will be 1 hour long, covering competency and scenario based questions for us to understand your experience further but also a chance for you to learn more about what you might be doing day to day.
3. We would be keen to invite you in-person for our final stage interview will be a video call and will include a short role play task. The conversation will also focus around our values and mission as all Arbor employees are very much aligned to our impact led mission!
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.
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