Support Team Lead, Arbor Education
12 Month Fixed-Term Contract, Maternity Cover
£35k
More information about location
We helps schools transform the way they work using data
Job no longer available
We helps schools transform the way they work using data
101-200 employees
Job no longer available
£35k
More information about location
101-200 employees
Company mission
Arbor's mission to transform the way schools work for the better, and it starts by giving everyone the right tools and technology for the job.
Role
Who you are
- We’re looking for a Support Team Lead, with experience leading a team or someone that is looking to take a step up. Beyond that, we’d love to see:
- Experience as a team lead in a first line customer service environment
- Experience managing omni-channel experience across voice, emails and webchat/Messaging
- Experience managing daily/monthly resource planning and scheduling
- Outstanding communication and interpersonal skills
- 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
- 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
What the job involves
- We are looking for a passionate and driven Support Team Lead to join 1st Line support. You will motivate and manage a team of first line support analysts, coordinate scheduling and resourcing, as well as ensuring an excellent customer experience
- Line manage a team of Customer Support Analysts delivering monthly 1-1’s, quarterly performance reviews, and individual development plans to ensure the success of the team
- Track and drive performance of individual team members
- Carry out monthly quality checks on a sample of CSA tickets giving regular, constructive feedback and coaching
- Work closely with the STAC’s in the team to inform training and coaching plans
- Work within company SLAs and ticketing best practice guidance
- Lead all first stage interviews for new Customer Support Analysts
- Contribute to Customer Team & Support Team planning, putting forward any ideas to streamline process and reduce costs
- Support the team by answering first line calls and tickets for our customers, demonstrating what it means to provide excellent customer service
- Identify where customers may be at risk, following the risk process to produce clear mitigation plans when needed
- Make recommendations for cross functional collaboration to the Head of Support
- Work closely with all relevant departments allowing free communication of ideas and information that may affect our customers
- 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 and CRM and track the performance of this in your team
- Support with the successful onboarding of new clients
- Support and deliver departmental OKR’s including leading on key projects to drive efficiencies
Application process
- Phone screen
- 1st stage
- 2nd stage
Our take
Arbor helps schools transform the way they work, saving teachers time and improving student outcomes.
The mess and stress of data and admin is a major source of unhappiness in our schools. 60% of a teacher's time is spent on admin-related work, 53% agree that it contributes to stress and it's only getting worse every year. Arbor is tackling this by building hassle-free school technology. The company has two products, a Management Information System to automate school workflows, saving teachers time, and benchmarking analytics to identify areas of concern and reduce time to intervention.
With a team of diverse and experienced individuals, including former teachers and education specialists, the company stands poised to enact meaningful change within the sector, Its mission is clear: to assist schools in prioritising what matters most - enhancing the well-being of teachers and fostering positive student outcomes worldwide.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2020
$4m
EARLY VC
Dec 2018
$2.4m
EARLY VC
Total funding: $13.9m
Company benefits
- Aside from 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.
- At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.
- Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health.
- Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are
- We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!
- Half-day summer Fridays Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!
- 25 days holiday (excl. bank holidays)
- EAP - Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.
- We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice
Company values
- Own what you do - We act like owners, embrace responsibility and own the outcomes of our work - both good and bad!
- Everyday's a school day - Education and technology have changed more in the last 10 years than in the last 100. We need to embrace change and continually challenge ourselves to grow and stay ahead
- Make an impact - We take pride in being part of a movement to improve how schools work, so we're always thinking about how we can make a difference
- No-one can whistle a symphony - ...it takes an orchestra! We work together as a team to help each other, our partners and our customers to achieve their full potential
Company HQ
London, UK
Articles
Leadership
James Weatherill
(CEO)Previously Analyst at Ledbury Research for 3 years and Venture Manager at Therefore Ventures for 1 year
People progressing
Joined as Marketing Executive, being promoted to Marketing Manager after 1 year
Ulrik joined Arbor 10 years ago as a junior developer and has moved through the ranks to Principle Engineer and our longest serving engineer. A great representation of career progression at Arbor!
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Arbor Education
Ben Ainger (Talent Acquisition Lead)
- At Arbor, our mission is to transform the ways schools work. That means we serve a broad and diverse professional community - from teachers to SLT to Support Staff - and an equally diverse student and parent community. We want to make sure we build the best products for our schools, and we passionately believe that starts with building a workforce as diverse as the communities we serve
- As of today we know we’re not there yet, but we’re committed to doing the work to improve. We want Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive
- Our focus over the past few months has been on understanding where we need to improve, and on making sure that everyone at Arbor has had the chance to share their views. So far, we’ve established a Diversity and Inclusion Committee, surveyed our team, hosted training and workshops, and reviewed our recruitment process. We know we’ve still got big work to do, but we’re actively working on it. We look forward to hearing your thoughts on how we’re doing
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