Advanced Support Analyst, Arbor Education
£27k
More information about location
We helps schools transform the way they work using data
Posted today
We helps schools transform the way they work using data
101-200 employees
Posted today
£27k
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
- Passionate about delivering outstanding customer service
- Confident managing key stakeholders at all levels and having challenging conversations
- Highly organised with great attention to detail and results orientated
- Inquisitive by nature, always wanting to understand more about the why and get to the root of a problem
- Outstanding communication skills - both written and verbal
- A great problem solver who is solution driven, with excellent investigative skills
What the job involves
- 8:30am - 5:00pm Monday - Friday working hours (no weekends or bank holidays!)
- 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
- We are looking for a customer service superstar who is passionate about giving the very best service and helping our Advanced Support customers
- You’ll be part of a small, named team supporting schools via calls and emails and delivering the additional services that form Arbor’s Advanced Support package
- You may also help out with the wider 2nd Line Support Team where needed!
- Our customer team are enthusiastic, friendly and dedicated experts, all working together to provide the best possible service to our schools!
- Be part of a small pool of named contacts for Advanced Support accounts delivering a premium service to these customers
- Meet the target percentage response and resolution time for all Advanced Support SLAs
- Visit schools to deliver Advanced Support in-person “surgery” days - each school is allocated one day a year
- Deliver 1-1 half-termly troubleshooting webinars for your schools and help build out the 10 custom reports on offer each year
- Become an expert in supporting secondaries on Arbor
- Support 1st and 2nd line teams when required
- Ensure Advanced Support customers are using the services included as part of the Advanced Support package
- Keep Gainsight up to date with details of kick off calls, and success plan milestones
- Provide support to customers and colleagues facing more complex service requests regarding Arbor
- Achieve 95% satisfaction on all Advanced Support tickets and help create a bank of secondary references for this service
- Achieve productivity and contact resolution objectives to ensure schools are receiving a timely, first class service
- Proactively manage your own case workload and take full ownership of tickets, ensuring proactive action is taken with both the schools and internal departments
- Troubleshoot complex issues either via phone, remote tools or desktop support
- Adhere to Service Level Agreements to ensure customers receive support in a timely manner
- Keep up to date with new product releases as well as any known issues within the Product
- Support with more complex seasonal webinars and online materials where needed
- Help with growing our knowledge base so more customers can self-serve
- Support the business with the growth of the Advanced Support service, highlighting challenges and showcasing new ideas
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
$4.1m
EARLY VC
Dec 2018
$2.4m
EARLY VC
Total funding: $14.2m
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
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!
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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