We're looking for a highly skilled, engaging, and proactive Customer Support and Training Specialist to join our team. In this pivotal role, you'll empower educational institutions to maximise their use of Arbor Finance through expert training, proactive guidance, and comprehensive product support. This will be a hybrid role where you’ll work across our Customer Support and Education functions within Arbor Finance. You'll be the primary point of contact for customer queries, ensuring our customers not only understand the product deeply but also achieve their financial and educational goals.

What you'll do

• Deliver Expert Customer Training: Design and deliver highly engaging online and in-person training sessions on Arbor Finance. You'll tailor content to various user levels, ensuring schools and partners become confident in their required areas of the system as they start and progress on their Arbor Finance Journey. You'll continuously update training materials to reflect product enhancements, changes to legislation, and best practices as we scale.
• 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. You'll proficiently troubleshoot issues, from initial assistance to resolving complex problems, ensuring customers receive timely and effective support.
• Investigate: Take ownership of intricate service requests that require deeper investigation and analysis. You'll produce detailed bug reports and product feedback requests, collaborating closely with our Product and Engineering teams to drive resolutions.
• Drive Product Optimisation & Value: Work closely with educational organisations to assess their needs and ensure effective utilisation of the Finance product. This includes conducting system audits, providing best practice guidance, supporting data migrations, resolving validation errors, and collaborating with stakeholders to drive efficiency and improve financial outcomes.
• Ensure Exceptional Customer Experience: Maintain a customer-centric approach, proactively identifying customer needs, offering solutions, and working collaboratively to ensure a positive customer experience. You'll contribute to achieving high customer satisfaction scores and adherence to service level agreements (SLAs).
• Become a Product Authority: Develop and maintain an in-depth understanding of Arbor Finance’s functionality, features, and best practices, and be able to articulate these clearly to customers to help them get the most out of their use of the system. You'll stay up-to-date with product releases and contribute to building out online Help Centre materials.
• Collaborate and Communicate: Liaise effectively with other internal departments (Product, Engineering, Sales) and third parties as needed to resolve customer queries and improve the product. You'll also support our general Arbor Finance support channels as needed, acting as overflow.
• Analyse and Improve: Assist with incident analysis and problem management, and interpret data to understand school needs and develop actionable insights that inform both product development and customer engagement strategies.
• Self-Reflect and Adapt: Possess the ability to self-reflect, feeding back to relevant internal team members an overview of sessions and any outstanding actions to ensure the customer receives a well-rounded experience.

What we're looking for

• Relevant Finance Background: A strong background in finance, including familiarity with terminology, processes, and ideally, experience within a school or educational institution setting. An in-depth understanding of finance systems and bookkeeping is highly desirable.
• Exceptional Communication & Presentation Skills: The ability to articulate complex technical and financial information clearly, concisely, and engagingly to a diverse range of individuals, including non-technical users. You'll be a confident and professional presenter, able to pitch training appropriately and deliver it in a way that is understood by recipients.
• Outstanding Problem-Solving Prowess: An excellent problem solver who wants to get to the root cause of an issue and isn’t afraid to work across teams to find solutions. You possess a "right first-time" attitude and a passion for delivering excellent customer service.
• Technical Acumen: Strong ability to understand and articulate technology to a range of individuals. Proficient in using CRM and finance systems, with a positive approach to learning new things and troubleshooting potential issues.
• Customer-Centric Mindset: A proactive approach to answering calls, webchat, and emails, with strong interpersonal skills and a commitment to ensuring customer satisfaction.
• Collaborative & Adaptable: The ability to work effectively within a fast-paced, results-oriented culture, demonstrating strong operating instincts, organisational skills, and discipline. You're able to work collaboratively with your teammates to achieve team and department objectives.
• Desirable: ITIL accreditation.
• Occasional travel to client sites and Arbor offices as necessary

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

Interview Process

1. Phone screen
2. 1st Stage
3. Task
4. 2nd Stage

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.