Customer Success Analyst

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 be instrumental in ensuring our customers receive exceptional support and success with our products. You will manage first-line customer inquiries, providing solutions and troubleshooting assistance to facilitate a smooth user experience. This role requires curiosity, excellent problem-solving skills, and the ability to communicate effectively across various channels including phone, email, and webchat.

Our customer support team is composed of friendly and skilled professionals dedicated to ensuring that every customer's needs are met with enthusiasm.

Typical Responsibilities Include:

• Providing outstanding first-line support to resolve customer inquiries and issues via calls, webchat, and emails.
• Identifying potential risks and communicating them to relevant internal teams.
• Ensuring that customer queries and complaints are resolved in accordance with service level agreements (SLAs).
• Maintaining thorough and accurate records of customer interactions.
• Consistently representing the company values during customer engagements.
• Assisting in the development of FAQs and online support materials.
• Going above and beyond to delight our customers.
• Identifying and sharing key themes from customer interactions to improve service delivery.

Role Progression:

Within the first month, you will:

• Gain a foundational understanding of our core products and services.
• Learn about the Customer Team's structure and how your role supports it.
• Meet and connect with key team members from various departments.
• Begin to actively contribute in team meetings.

By three months, you will:

• Become confident in handling calls and resolving customer issues.
• Capably use our standardized communication methods with customers.
• Understand our internal workflows to improve efficiency.

By six months, you will:

• Play an integral role in the customer feedback loop for product and project teams.
• Be adept at operating within SLAs while assisting with scaling efforts.
• Support innovative solutions in multiple channels, including webchat.

Requirements About You

• A genuine passion for providing excellent customer service.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• An eagerness to investigate issues and formulate creative solutions.
• A collaborative approach to working with teammates toward collective goals.
• An understanding of the education sector is beneficial, though not required.
• A proactive attitude toward handling calls, webchat, and emails.
• Experience with CRM or MIS systems is a plus; a readiness to learn is essential!
• Fluency in written and spoken English.
• Strong organizational and operating skills to thrive in a fast-paced environment.

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.
• 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.
• Volunteer with a charity of your choice for a day each year.
• Dog friendly offices!

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.

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.

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. Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.

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