Customer Success Analyst

• £24,500 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

As a Customer Success Analyst at Arbor Education, you will play a vital role in delivering outstanding customer support and ensuring user satisfaction. You will serve as the first line of contact for our customers, providing solutions to inquiries and troubleshooting issues as they arise. This position requires an inquisitive mindset and a strong problem-solving ability, along with exceptional communication skills to assist users through calls, emails, and webchat.

Our dedicated customer team prides itself on being friendly and knowledgeable, ensuring that each school receives the best support possible.

Here's what you'd do day-to-day:

• Deliver incredible first line support by resolving customer inquiries through various communication channels like calls, webchat, and emails.
• Identify potential risks and effectively communicate these to relevant internal teams.
• Ensure that customer concerns are addressed within established service level agreements (SLAs).
• Keep accurate records and documentation of customer interactions.
• Maintain alignment with company values during customer engagement.
• Contribute to the creation of FAQs and online guides to enhance customer experience.
• Go the extra mile to exceed customer expectations.
• Collect and share insights on recurring customer issues or feedback.
• Capture customer feedback on feature requests and help channel it forward in the organization.

Role Progression:

In your first month, you will:

• Grasp a foundational understanding of our core products and services.
• Learn about the dynamics of the Customer Team and identify how your role supports broader goals.
• Meet key team members across various departments.
• Begin contributing valuable insights in team meetings.

By three months, you will:

• Confidently engage with end users to solve queries and issues.
• Master our communication style when engaging with customers.
• Develop proficiency in our internal systems and enhance their efficiency.

By six months, you will:

• Be integrated into the feedback process, assisting product and engineering teams.
• Work effectively within SLAs and contribute to scaling projects.
• Support innovative customer interaction channels like webchat.

About You

• Passion for delivering top-notch customer service.
• Strong analytical and problem-solving skills.
• Exceptional communication and interpersonal abilities.
• Enjoyment of investigating issues and finding creative solutions.
• Team player capable of collaborating to achieve shared objectives.
• Familiarity with the educational landscape is a plus, but not mandatory.
• Proactive in engaging with customers through various channels.
• Experience with CRM or MIS systems is beneficial; quick learners are welcome!
• Fluent in spoken and written English.
• Able to thrive in a fast-paced, results-oriented environment with strong organizational skills.

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
• 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 20-30 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 in-person 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 careers@arbor-education.com.

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: careers@arbor-education.com 

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