At Arbor, we’re on a mission to transform the way schools work for the better.
We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.
Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.
At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.
About the roleWe are looking for a passionate and driven Support Team Lead to join 1st Line support. You will motivate and manage a team of first line support analysts, coordinate scheduling and resourcing, as well as ensuring an excellent customer experience.
Responsibilities
- Line manage a team of Customer Support Analysts delivering monthly 1-1’s, quarterly performance reviews, and individual development plans to ensure the success of the team
- 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
- Work closely with the STAC’s in the team to inform training and coaching plans
- Work within company SLAs and ticketing best practice guidance
- Lead all first stage interviews for new Customer Support Analysts
- Contribute to Customer Team & Support Team planning, putting forward any ideas to streamline process and reduce costs
- Support the team by answering first line calls and tickets for our customers, demonstrating what it means to provide excellent customer service
- Identify where customers may be at risk, following the risk process to produce clear mitigation plans when needed
- 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
- Consistently represent and work in line with company values
- 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
- Maintain and update Zendesk and CRM and track the performance of this in your team.
- Support with the successful onboarding of new clients
- Support and deliver departmental OKR’s including leading on key projects to drive efficiencies
RequirementsAbout you
We’re looking for a Support Team Lead, with experience leading a team or someone that is looking to take a step up. Beyond that, we’d love to see:
- Experience as a team lead in a first line customer service environment
- Experience managing omni-channel experience across voice, emails and webchat/Messaging
- Experience managing daily/monthly resource planning and scheduling
- Outstanding communication and interpersonal skills
- 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 Arbor MIS and the landscape in which our schools operate desirable
BenefitsWhat 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
- 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!
- Phone screen
- 1st stage
- 2nd stage
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 protected].
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 organisationOur 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 friendKnow 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 protected]
Please note: We are unable to provide visa sponsorship at this time.
Top Skills
What We Do
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. At Arbor, 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. Arbor is the fastest-growing MIS today. Over 3,800 schools and MATs use our tools to work more collaboratively, free staff from busywork and drive their schools forward. We know any technology is an investment, in both time and cost, so everything we do is designed with schools to make a real difference. Each year, we measure our impact on the metrics that matter most - like saving staff time and getting greater insight into your data - to hold ourselves accountable. We’re building a platform and products we believe in - as well as 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.
