At a Glance
- Tasks: Bridge technical support and customers, manage incidents, and analyse data for actionable insights.
- Company: Join a dynamic team in Wakefield with a hybrid work model.
- Benefits: Up to £32,550 salary, 25 days leave, healthcare plan, and flexible working hours.
- Other info: Collaborative environment with opportunities for professional development and growth.
- Why this job: Make a real impact by improving support processes and communication strategies.
- Qualifications: Experience in customer service, strong organisational skills, and data-driven mindset.
The predicted salary is between 32500 - 32550 € per year.
Location: Wakefield, Hybrid
Salary: up to £32,550
About the role
We are looking for a versatile, data-driven professional to bridge the gap between technical support engineering, internal stakeholders, and our customers. This role is a unique hybrid of Incident Management, Strategic Communications, and Data Analytics. You will be responsible for orchestrating the response to critical issues, keeping all parties informed, and translating support data into actionable insights that drive our bug sprint planning and Learning Management System (LMS) content.
Key Responsibilities
- Incident & Process Coordination: Act as the central point of contact during high-priority incidents, managing the workflow between engineering, support, and product teams. Standardise the "path to resolution" to ensure no bottlenecks occur during cross-departmental handoffs. Conduct post-incident reviews to identify process gaps.
- Strategic Communications: Own the "Voice of Support" by establishing proactive and reactive communication channels for both internal staff and external clients. Draft technical advisories, status page updates, and internal briefings that translate complex technical issues into clear, simplified language. Coordinate seasonal outreach initiatives to mitigate support volume during peak academic periods by providing timely, instructional content and milestone-specific guidance to our user base.
- Data Analysis & Insights: Analyse support volume and engineering trends to provide 2nd Line with data-backed recommendations for bug sprint planning. Identify knowledge gaps in support tickets to drive the content strategy for our new LMS, ensuring our educational material reduces future ticket volume. Maintain dashboards that track team health and operational efficiency.
Experience
- Proven experience in customer service or a related field, preferably in a SaaS environment.
- Strong organisational skills and attention to detail.
- Ability to work collaboratively with internal teams and stakeholders.
- Possess the ability to portray complex technical outages or data trends into clear, concise, and professional updates across the business, including executive leadership and external clients.
- A logical thinker who relies on data to identify patterns, help prioritise engineering efforts, and drive a proactive content strategy.
- Process-Oriented: Thrives in structured environments and remains composed under the pressure of live incidents, ensuring all stakeholders follow established protocols.
- Strategic Collaborator: Comfortable working across 2nd Line, Engineering, Product, and Support teams to communicate technical fixes with broader business goals in mind.
Desirable
- Experience in providing technical support.
- Knowledge of customer relationship management (CRM) tools.
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:
- 25 days annual leave (plus 8 days Bank Hols)
- Your birthday off
- BUPA Healthcare Cashback plan – following successful completion of probation
- Pension Scheme
- Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
- A cracking team to work with!
- Flexible working – we can offer part time or term time hours to suit you and your family
Interview process
- Phone screen
- 1st stage
- 2nd stage
Support Operations & Communications Lead (SAMpeople) in Wakefield employer: Arbor Education
Join a dynamic team in Wakefield as a Support Operations & Communications Lead, where your contributions will directly impact our customer experience and internal processes. We pride ourselves on fostering a collaborative work culture that values professional growth, offering 25 days of annual leave, flexible working arrangements, and ongoing development opportunities to help you thrive in your career. With a focus on strategic communication and data-driven insights, you'll be part of a passionate team dedicated to excellence and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Support Operations & Communications Lead (SAMpeople) in Wakefield
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of interaction with different teams, being able to convey complex ideas simply is key. Try explaining technical concepts to friends or family to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our awesome team!
We think you need these skills to ace Support Operations & Communications Lead (SAMpeople) in Wakefield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Support Operations & Communications Lead role. Highlight your experience in customer service, data analysis, and strategic communications to show us you’re the perfect fit!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that align with the key responsibilities mentioned in the job description. We love seeing how you’ve tackled similar challenges before.
Keep It Clear and Concise:When writing your application, clarity is key. Use straightforward language and avoid jargon where possible. Remember, we want to see how you can translate complex issues into simple terms, just like you would in the role!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process. We can’t wait to hear from you!
How to prepare for a job interview at Arbor Education
✨Know Your Stuff
Make sure you understand the key responsibilities of the Support Operations & Communications Lead role. Brush up on incident management, strategic communications, and data analytics. Being able to discuss how your experience aligns with these areas will show that you're a great fit.
✨Communicate Clearly
Since this role involves translating complex technical issues into simple language, practice explaining technical concepts in layman's terms. This will not only help you during the interview but also demonstrate your ability to communicate effectively with both technical and non-technical stakeholders.
✨Show Your Data Skills
Be prepared to discuss how you've used data in previous roles. Think of specific examples where your data analysis led to actionable insights or improvements. This will highlight your analytical skills and your ability to drive decisions based on data.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s approach to incident management and how they measure success in support operations. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values.
