Arbor Education

Head of Customer Support (Maternity cover)

Join Arbor Education as they are looking for a Head of Customer Support (Maternity cover)

About us

At Arbor and ScholarPack, 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.

Across the MIS, 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. Over 3,500 schools and trusts use our products to work more collaboratively, free staff from busywork, and drive their schools forward.

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

We are looking for a customer focused, strategic thinking Head of Support to join us on a maternity cover from November 2022 - November 2023.

This is a broad role where you will look after a team of 40+ support superstars including 5 direct reports across 1st line, 2nd line, Partner Success and Advanced Support.

Alongside managing operational customer relations, SLA’s and resources you will also work on exciting ongoing internal projects to help reduce incidents, increase communication across teams and increase NPS.

Core responsibilities

  • Responsible for management and development of the 1st line, 2nd line and Partner Support team across Arbor & ScholarPack.

  • Responsible for 40+ FTE including 5 team leaders

  • Identifying needs for management upskill and professional development.

  • Building scalable and sustainable processes, documentation and system automation to improve the speed and quality of our responses to customer queries.

  • Ensuring teams have the right outsource/insource mix and the team are overall resourced to meet targets.

  • Develop consistent best practices across the second line team.

  • Responsible for operational customer communications relating to incidents.

  • Proactive management of the customer team during a major incident.

  • Ownership of the customer facing Major Incident Process

  • Drive strategies to improve our overall level of service to customers ( including SLAs, using industry best practice ITIL etc).

  • Act as the voice of the customer, feeding back key issues to the wider business.

  • Work with teams to improve our Net Promoter Score (NPS) and input into the product roadmap using feedback gathered from our customers

About you

  • Experience of managing a layered service desk within a software business.

  • Understanding of process change and improvement across divisions.

  • ITIL qualified.

  • You will be able to demonstrate how you have developed efficient processes aligned to ITIL best practice.

  • Experience mentoring, coaching and upskilling teams with varied levels of knowledge and backgrounds.

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!

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: careers@arbor-education.com

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.

If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com.

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