Location: Leeds
£26,000 starting salary About us At Arbor, we’re on a mission to transform the way schools work for the better. We 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. About the role Our Partner Success Analyst team focuses on providing excellent first line support to our network of partners, dealing with all incoming emails, web forms, and telephone calls. Work with the wider Partner Success Team to proactively identify opportunities to upskill our partners and enhance the experience of their schools. Core responsibilities Provide excellent first line support to resolve partner queries via incoming calls and emails.
Identify where client accounts may be at risk and relay information to the wider Partner Team or Account Manager to produce clear mitigation plans when needed.
Ensure queries/complaints are resolved for partners within service level agreements (SLAs) and that the partner and their school are satisfied with the resolution.
Maintain and keep Zendesk and Gainsight records up to date.
Work within company SLAs and adhere to ticketing best practices.
Support with marking partner accreditation tests.
Consistently represent and work in line with company values, building solid working relationships with your counterparts at partners.
Resolve or refer queries to relevant internal stakeholders as necessary.
Work closely with all relevant departments ensuring all necessary relationships are maintained, allowing free communication of ideas and information that may affect our partners and customers.
Support with growing our knowledge base by identifying opportunities for and writing up further FAQs and help materials, and leverage the feedback of our partner network.
Exemplify the willingness to go the extra mile to delight our customers.
Contribute to team planning.
Identify and proactively share key themes arising from calls and emails.
Support with partner Q&A sessions and other initiatives we roll out to help our partners supporting customers.
Capture customer feedback on feature requests and share this via the internal roadmap process.
Help out with the wider Support queues during peak times where necessary.
About you Outstanding communication and interpersonal skills.
The ability to work collaboratively with your teammates to achieve team and department objectives.
A proactive approach to resolving tickets.
A passion for helping our partners and their schools succeed using Arbor.
A right first-time attitude with a passion for delivering excellent customer service.
Strong ability to use CRM and MIS systems.
Excellent ability to interpret data and understand school needs and develop school insights.
Strong problem-solver who isn’t afraid to work across teams to find solutions.
Ability to work effectively within a fast-paced, results-oriented culture, demonstrating strong operating instincts, organizational skills, and discipline.
Understanding of Arbor MIS at secondary and MAT level as well as primary would be beneficial.
Good knowledge of our products and an understanding of how they fit within our customers’ businesses and how they add value.
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 every day. We also offer: A dedicated wellbeing team who champion initiatives such as mindfulness, lunch and 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, and 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!
Interview process Phone screen: Call with the Talent Acquisition Manager.
1st stage: Video Call with the 1st Line Operations Manager with a task.
2nd stage: Invite to the Leeds office to meet with the Head of Support and potentially other members of the team.
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 that 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.
#J-18808-Ljbffr
£26,000 starting salary About us At Arbor, we’re on a mission to transform the way schools work for the better. We 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. About the role Our Partner Success Analyst team focuses on providing excellent first line support to our network of partners, dealing with all incoming emails, web forms, and telephone calls. Work with the wider Partner Success Team to proactively identify opportunities to upskill our partners and enhance the experience of their schools. Core responsibilities Provide excellent first line support to resolve partner queries via incoming calls and emails.
Identify where client accounts may be at risk and relay information to the wider Partner Team or Account Manager to produce clear mitigation plans when needed.
Ensure queries/complaints are resolved for partners within service level agreements (SLAs) and that the partner and their school are satisfied with the resolution.
Maintain and keep Zendesk and Gainsight records up to date.
Work within company SLAs and adhere to ticketing best practices.
Support with marking partner accreditation tests.
Consistently represent and work in line with company values, building solid working relationships with your counterparts at partners.
Resolve or refer queries to relevant internal stakeholders as necessary.
Work closely with all relevant departments ensuring all necessary relationships are maintained, allowing free communication of ideas and information that may affect our partners and customers.
Support with growing our knowledge base by identifying opportunities for and writing up further FAQs and help materials, and leverage the feedback of our partner network.
Exemplify the willingness to go the extra mile to delight our customers.
Contribute to team planning.
Identify and proactively share key themes arising from calls and emails.
Support with partner Q&A sessions and other initiatives we roll out to help our partners supporting customers.
Capture customer feedback on feature requests and share this via the internal roadmap process.
Help out with the wider Support queues during peak times where necessary.
About you Outstanding communication and interpersonal skills.
The ability to work collaboratively with your teammates to achieve team and department objectives.
A proactive approach to resolving tickets.
A passion for helping our partners and their schools succeed using Arbor.
A right first-time attitude with a passion for delivering excellent customer service.
Strong ability to use CRM and MIS systems.
Excellent ability to interpret data and understand school needs and develop school insights.
Strong problem-solver who isn’t afraid to work across teams to find solutions.
Ability to work effectively within a fast-paced, results-oriented culture, demonstrating strong operating instincts, organizational skills, and discipline.
Understanding of Arbor MIS at secondary and MAT level as well as primary would be beneficial.
Good knowledge of our products and an understanding of how they fit within our customers’ businesses and how they add value.
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 every day. We also offer: A dedicated wellbeing team who champion initiatives such as mindfulness, lunch and 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, and 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!
Interview process Phone screen: Call with the Talent Acquisition Manager.
1st stage: Video Call with the 1st Line Operations Manager with a task.
2nd stage: Invite to the Leeds office to meet with the Head of Support and potentially other members of the team.
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 that 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.
#J-18808-Ljbffr
