Customer Support Analyst, Arbor Education
Arbor Finance
£32k
Junior and Mid level
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
B2BEnterpriseEducationProductivityBusiness IntelligenceSaaSData Analysis
Job no longer available
£32k
Junior and Mid level
101-200 employees
B2BEnterpriseEducationProductivityBusiness IntelligenceSaaSData Analysis
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 are seeking a proactive and customer-focused finance Customer Support Analyst to join our dynamic team
- If you have a strong finance background, a passion for problem-solving, and a dedication to delivering an outstanding customer experience, we want to hear from you!
- Relevant Finance Background: A strong background in finance, including familiarity with terminology, processes, and ideally, experience within a school or educational institution setting. An in-depth understanding of finance systems and bookkeeping is highly desirable
- Outstanding Problem-Solving Prowess: An excellent problem solver who wants to get to the root cause of an issue and isn’t afraid to work across teams to find solutions. You possess a "right first-time" attitude and a passion for delivering excellent customer service
- Technical Acumen: Strong ability to understand and articulate technology to a range of individuals. Proficient in using CRM and finance systems, with a positive approach to learning new things and troubleshooting potential issues
- Customer-Centric Mindset: A proactive approach to answering calls, webchat, and emails, with strong interpersonal skills and a commitment to ensuring customer satisfaction
- Collaborative & Adaptable: The ability to work effectively within a fast-paced, results-oriented culture, demonstrating strong operating instincts, organisational skills, and discipline. You're able to work collaboratively with your teammates to achieve team and department objectives
- Desirable: ITIL accreditation
- Exceptional Communication: Outstanding communication and interpersonal skills. Excellent ability to interpret data and understand school needs and develop school insights
- Good knowledge of our products and an understanding of how they fit within our customers’ businesses and how they add value
- Occasional travel to client sites and Arbor offices as needed
What the job involves
- In this role, you will be the go-to expert for our Arbor Finance product, providing exceptional end-to-end support to our customers in the education sector. You will be instrumental in troubleshooting complex issues, collaborating with internal teams to drive product improvements, and ensuring our customers maximize the value they get from our system
- Become an expert on the Arbor Finance product
- Meet the target percentage response and resolution time for all SLAs, see table below
- Reduce time to repair incidents within the Customer Team
- Support data migrations from previous Finance products to Arbor
- Ensure at least 95% calls are answered
- Achieve customer satisfaction score of >95%
- Achieve 95% on all quality checks
- Provide End-to-End Product Support: Be the primary point of contact for customer queries, handling a wide range of requests via email, phone, webchat, and remote tools. You'll proficiently troubleshoot issues, from initial assistance to resolving complex problems, ensuring customers receive timely and effective support issues via email, phone, webchat, remote tools or desktop support as necessary
- Investigate: Take ownership of intricate service requests that require deeper investigation and analysis. You'll produce detailed bug reports and product feedback requests, collaborating closely with our Product and Engineering teams to drive resolutions
- Collaborate and Communicate: Liaise effectively with other internal departments (Product, Engineering, Sales) and third parties as needed to resolve customer queries and improve the product. You'll also support our general Arbor Finance support channels as needed, acting as overflow
- Analyse and Improve: Assist with incident analysis and problem management, and interpret data to understand school needs and develop actionable insights that inform both product development and customer engagement strategies
- Ensure Exceptional Customer Experience: Maintain a customer-centric approach, proactively identifying customer needs, offering solutions, and working collaboratively to ensure a positive customer experience. You'll contribute to achieving high customer satisfaction scores and adherence to service level agreements (SLAs)
- Become a Product Authority: Develop and maintain an in-depth understanding of Arbor Finance’s functionality, features, and best practices, and be able to articulate these clearly to customers to help them get the most out of their use of the system. You'll stay up-to-date with product releases and contribute to building out online Help Centre materials
- Drive Product Optimisation & Value: Work closely with educational organisations to assess their needs and ensure effective utilisation of the Finance product. This includes conducting system audits, providing best practice guidance, supporting data migrations, resolving validation errors, and collaborating with stakeholders to drive efficiency and improve financial outcomes
Application process
- Phone screen
- 1st Stage
- Task
- 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: $14m
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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