1st Line Support Analyst Leeds, England
Job description
- £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.
Role Progression
Within 1 month, you’ll:
- Have an understanding of our core products, services and end users
- Understand how our Customer Team works - and how your role contributes to our goals
- Have met key team members from Projects, 2nd Line and Digital
- Be contributing to daily and weekly meetings with suggestions
Within 3 months, you’ll:
- Be confident speaking to our end users, solving queries and resolving issues
- Be confident using our house style of verbal and written communications with customers
- Understand our internal systems and processes as well as helping us to make these more efficient
Within 6 months, you’ll:
- Be a key part of our feedback process, helping product, project and engineering teams
- Be confident working to and within our SLA’s
- Be part of our ongoing scaling projects to help our customers in a variety of channels including webchat
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, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline.
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.
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, Sophie (Office & Culture Manager) 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 Chloe & Liz (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! There will also be plenty of time to ask any questions.
3. Our 2nd and final stage interview will take place with Josie (Support Team Lead) & Jonathan (Head of Support) This will include a small email task to prepare to assess communication skills. The second half of this stage will 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.
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.
Please note: We are unable to provide visa sponsorship at this time.
Job Types: Full-time, Permanent
Salary: £22,000.00-£23,000.00 per year
Benefits:
- Cycle to work scheme
- Referral programme
- Wellness programme
- Work from home
Schedule:
- Monday to Friday
- No weekends
Supplemental pay types:
- Bonus scheme
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: Hybrid remote in Leeds
