Customer Success Analyst

• 24500 starting salary
• Central Leeds & Lincoln Offices Hybrid working
• 8:30am 5:00pm 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

We are looking for a customer service superstar who is passionate about giving the very best service and helping our users with first line enquiries. You will be inquisitive enjoy investigating and solving problems and be able to actively listen to customers and find solutions! You will be a main point of contact for a variety of users within the school resolving queries via telephone email and webchat in a timely manner.

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 CSA at Arbor..

• Providing excellent first line support to resolve customer queries via incoming calls webchat and emails.
• 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
• Identifying and proactively sharing key themes arising from calls and emails.
• Capturing customer feedback on feature requests and sharing this via the internal roadmap process.

Role Progression

Within 1 month youll:

• 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 youll:

• 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 youll:

• Be a key part of our feedback process helping product project and engineering teams
• Be confident working to and within our SLAs
• 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 problemsolver who isnt 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.
• A proactive approach to answering calls webchat and emails.
• 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 fastpaced and resultsoriented culture by demonstrating strong operating instincts organisational skills and discipline.

What we offer

The chance to work alongside a team of hardworking passionate people in a role where youll 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
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health which provides a 24/7 virtual GP service Mental health support Counselling and personalised Health Checks
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish Widows
• 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 and Bippit (financial wellbeing coaching)
• 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!

Interview process

1. Once your CV has been shortlisted by our People Team we will be in touch to schedule a 2030 minute introductory call. This will be a chance for you to ask any initial questions learn more about us and the role as well as us learning more about your search and experience.
2. Our 1st stage interview takes place with 2 Support Team Leads online we use Google Meet for the majority of our video interviews. This will be 1 hour long covering competency and scenario based questions for us to understand your experience further but also a chance for you to learn more about what you might be doing day to day.
3. We would be keen to invite you inperson for our final stage interview will be a video call and will include a short role play task. The conversation will also focus around our values and mission as all Arbor employees are very much aligned to our impact led mission!

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 .

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:

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