Support Team Lead

About the role

Our Support team are an ever growing team of passionate individuals, providing first line support for our schools with first class customer service! Your role as Support Team Lead will be to coach, mentor and motivate your team alongside monitoring performance and coming up with new efficiencies in our processes!

We are looking for someone who can naturally motivate a diverse team with an array of experience levels and work closely with them on product knowledge and professional development. You will also work more strategically on quality checking, recruitment, training and reporting on customer satisfaction.

Core responsibilities

• Line management of a team of Customer Success Analysts (CSA) delivering monthly 1-1’s, half-yearly performance reviews, and individual development plans to ensure the success of the team.

• Taking the initiative and ownership of challenging customer problems and navigating conversations with stakeholders to find the best resolution

• 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.

• Manage the recruitment and onboarding of new team members.
  

• 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.

• Collaborating with peers and stakeholders to solve complex customer problems 

• Work closely with the Senior CSA in the team to inform training and coaching plans.

• Work within company SLAs and ticketing best practice guidance.

• Contribute to Customer Team & Support Team planning, putting forward any ideas to streamline processes and reduce costs.

• Identify where customers may be at risk, following the risk process to produce clear mitigation plans when needed.

• 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

• Presence in both Leeds and Lincoln offices for collaboration.

About you

• Experience as a team lead in a first line customer service environment

• Experience managing omni-channel experience across calls, emails and web-chat

• Experience of working in a SaaS environment, with evidence of being able to scale efficiently with new processes as well as adapting to new ways of working

• Outstanding communication and interpersonal skills

• A self-starter, capable of taking the initiative and owning challenging user problems until they have been resolved

• 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 MIS and the landscape in which our schools operate is desirable

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 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.

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

• 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

• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)

• Volunteer with a charity of your choice for a day each year

• Dog friendly offices!

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email removed - click apply for more details].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [email removed - click apply for more details]

Please note: We are unable to provide visa sponsorship at this time.