1st Line Support Advisor

3 months ago

Leeds, United Kingdom Arbor Education Full time

£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**

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 1st Line Support Advisor at Arbor..**
- 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
- 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.
- 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 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.

**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, 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

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