Advanced Customer Service Advisor

6 months ago


Leeds, United Kingdom Arbor Education Full time

£25,000 starting salary
- Central Leeds - 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 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 levelsometimes 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.

**About the role**

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 an Advanced Customer Service Advisor at Arbor..**
- 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

**Responsibilities**
- 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

**What are we looking for ?**
- 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 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**
- Once your CV has been shortlisted by our People Team, Kiefer (Talent



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