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- Tasks: Become the go-to expert for Arbor Finance, providing top-notch support to customers in education.
- Company: Join Arbor Education, a dynamic team dedicated to improving finance solutions for schools.
- Benefits: Enjoy 32 days holiday, flexible working, and wellness initiatives like mental health support.
- Why this job: Make a real impact while collaborating with passionate colleagues in a supportive environment.
- Qualifications: Strong finance background and problem-solving skills are essential; customer service experience is a plus.
- Other info: Opportunities for professional development and a commitment to diversity and inclusion.
The predicted salary is between 32000 - 44800 £ per year.
Customer Support Analyst – Arbor Finance
Overview
We are seeking a proactive and customer-focused finance Customer Support Analyst to join our dynamic team. In this role, you will be the go-to expert for our Arbor Finance product, providing end-to-end support to our customers in the education sector. You will troubleshoot complex issues, collaborate with internal teams to drive product improvements, and ensure our customers maximize the value they get from our system. If you have a strong finance background, a passion for problem-solving, and a dedication to delivering an outstanding customer experience, we want to hear from you!
Location: Leeds, Hybrid
Starting Salary: £32,000 per year
Role Responsibilities
- Provide End-to-End Product Support: Be the primary point of contact for customer queries, handling a wide range of requests via email, phone, webchat, and remote tools. Troubleshoot issues to ensure timely and effective support.
- Investigate: Take ownership of intricate service requests requiring deeper investigation; produce detailed bug reports and product feedback requests; collaborate with Product and Engineering to drive resolutions.
- Collaborate and Communicate: Liaise with internal departments (Product, Engineering, Sales) and third parties as needed to resolve queries and improve the product; support Arbor Finance channels as overflow.
- Analyse and Improve: Assist with incident analysis and problem management; interpret data to understand school needs and develop actionable insights to inform product development and customer engagement.
- Ensure Exceptional Customer Experience: Maintain a customer-centric approach, proactively identifying needs, offering solutions, and upholding high customer satisfaction and SLA adherence.
- Become a Product Authority: Develop in-depth understanding of Arbor Finance functionality and best practices; articulate these to customers and contribute to online Help Centre materials.
- Drive Product Optimisation & Value: Work with educational organisations to assess needs, support data migrations, address validation errors, and drive efficiency and improved financial outcomes.
Knowledge, skills and experience
- Relevant Finance Background: Strong background in finance with familiarity with terminology and processes; experience within a school or educational setting is desirable; understanding of finance systems and bookkeeping.
- Outstanding Problem-Solving Prowess: A problem-solver who seeks root causes and collaborates across teams; right-first-time mindset and passion for customer service.
- Technical Acumen: Ability to understand and articulate technology; proficient with CRM and finance systems and quick to learn new tools.
- Customer-Centric Mindset: Proactive in answering calls, webchat, and emails; strong interpersonal skills; commitment to customer satisfaction.
- Collaborative & Adaptable: Able to work in a fast-paced, results-oriented culture; strong organisational skills; able to work with teammates to achieve objectives.
- Desirable: ITIL accreditation
- Exceptional Communication: Strong communication and interpersonal skills; ability to interpret data and understand school needs to derive insights.
- Good knowledge of Arbor products and how they create value for customers
- Occasional travel to client sites and Arbor offices as needed
Benefits
- Dedicated wellbeing team with initiatives such as mindfulness, lunch \’n learns, manager training, mental health first aid, and more.
- 32 days holiday (plus Bank Holidays: 25 days annual leave plus 7 company-wide days during Easter, Summer & Christmas).
- Life Assurance paid at 3x annual salary
- Wellness benefits including 24/7 virtual GP, mental health support, counselling, and 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)
- 5 maternity coaching sessions and support during the early weeks after birth
- Access to Calm and Bippit for wellbeing coaching
- Flexible working options
- Social committees for team events
- Professional development budget for CPD and memberships
- Volunteer day for charity work
Interview Process
- Phone screen
- 1st Stage
- Task
- 2nd Stage
We are committed to a fair and comfortable recruitment process. If you require any reasonable adjustments during your application or interview, please email careers@arbor-education.com.
Arbor Education is an equal opportunities organisation. Our goal is to be a workplace that represents, celebrates and supports people from all backgrounds. We promote diversity and equality and encourage applications from diverse backgrounds.
Refer a friend: Know someone who would be good for this role? Email careers@arbor-education.com for a referral.
Please note: We are unable to provide visa sponsorship at this time.
Job details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Other
- Industries: IT Services and IT Consulting
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Customer Support Analyst - Arbor Finance employer: Arbor Education
Contact Detail:
Arbor Education Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst - Arbor Finance
✨Tip Number 1
Familiarise yourself with the Arbor Finance product before your interview. Understanding its features and functionalities will not only help you answer questions confidently but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills. Be prepared to discuss specific examples of how you've tackled complex issues in previous roles, especially in a customer support context, as this will showcase your ability to handle the challenges of the position.
✨Tip Number 3
Network with current or former employees of Arbor Education on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 4
Prepare to discuss your experience with finance systems and customer service. Highlight any relevant experience in educational settings, as this will align well with the company's focus and demonstrate your understanding of their customer base.
We think you need these skills to ace Customer Support Analyst - Arbor Finance
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Support Analyst position. Understand the key responsibilities and required skills, especially the importance of a finance background and customer service experience.
Tailor Your CV: Customise your CV to highlight relevant experience in finance and customer support. Use specific examples that demonstrate your problem-solving skills and ability to work collaboratively, as these are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and finance. Mention how your background aligns with Arbor Finance's mission and how you can contribute to improving customer satisfaction and product optimisation.
Highlight Technical Skills: Emphasise any technical skills you possess, particularly with CRM and finance systems. If you have experience with data analysis or troubleshooting, be sure to include that as well, as it will be valuable for the role.
How to prepare for a job interview at Arbor Education
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of the Arbor Finance product. Familiarise yourself with its features, functionalities, and common issues customers face. This will not only help you answer questions confidently but also demonstrate your commitment to the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex issues. Highlight your analytical thinking and how you collaborated with others to find solutions. This will showcase your outstanding problem-solving prowess, which is crucial for this role.
✨Emphasise Customer-Centricity
Be ready to discuss how you prioritise customer satisfaction in your work. Share specific instances where you went above and beyond to ensure a positive experience for customers. This will align with the company's focus on delivering exceptional customer service.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Good communication skills are essential for this role, so be prepared to demonstrate your ability to explain technical concepts to non-technical individuals. This will show that you can bridge the gap between customers and the product.