Customer Service Representative at Arbor Education

Do you have excellent communication and interpersonal skills? Are you looking for an opportunity to put your skills to good use in a rewarding role? If yes, then Arbor Education has just the perfect role for you as a Customer Service Representative.

Arbor is on a mission to transform the way schools operate for the better. As the fastest-growing MIS today, Arbor’s tools are used by over 5,000 schools and MATs to foster collaboration, reduce staff busywork, and drive school improvement.

Individuals interested in joining Arbor’s diverse and experienced team of former teachers, edtech engineers, and education specialists, to enhance the lives of teachers and improve student outcomes, are encouraged to get in touch today.

Position: Customer Service Representative

Salary: £23,000 – £25,000 per year

Job Type: Full Time

Location: Leeds, UK (Hybrid)

About the Role

Arbor Education is looking for a customer service superstar who is passionate about giving the very best service and helping our users with first line enquiries on our finance platform (Arbor Finance). You will be inquisitive, enjoy investigating and solving problems and be able to actively listen to customers and find solutions! You will be a main point of contact for a variety of users within the school, resolving queries via telephone, email, and webchat in a timely manner.

The customer team is enthusiastic, friendly and dedicated experts, all working together to provide the best possible service to our schools

Main Duties

  • Providing excellent first line support to resolve customer queries via incoming calls, webchat and emails.
  • Identifying any risk and relaying the information to relevant teams, working well internally.
  • Ensuring queries/complaints are resolved for clients within service level agreements (SLAs).
  • Maintain and keep records up to date.
  • Consistently represent and work in line with company values.
  • Helping to write up further FAQs and online guide materials.
  • Going the extra mile to delight customers
  • Identifying and proactively sharing key themes arising from calls and emails.
  • Capturing customer feedback on feature requests and sharing this via the internal roadmap process.

Role Progression

Within 1 month, you’ll:

  • Have an understanding of our core products, services and end users
  • Understand how our Customer Team works – and how your role contributes to our goals
  • Have met key team members from Projects, 2nd Line and Digital
  • Be contributing to daily and weekly meetings with suggestions

Within 3 months, you’ll:

  • Be confident speaking to our end users, solving queries and resolving issues
  • Be confident using our house style of verbal and written communications with customers
  • Understand our internal systems and processes as well as helping us to make these more efficient

Within 6 months, you’ll:

  • Be a key part of our feedback process, helping product, project and engineering teams
  • Be confident working to and within our SLA’s
  • Be part of our ongoing scaling projects to help our customers in a variety of channels including webchat


  • A passion for delivering first class customer service!
  • Strong problem-solver who isn’t afraid to work across teams to find solutions.
  • Outstanding communication and interpersonal skills
  • Enjoys investigating a problem and coming up with creative solutions.
  • The ability to work collaboratively with your teammates to achieve team & department objectives.
  • Understanding of the national educational landscape is desirable but not essential.
  • A proactive approach to answering calls, webchat and emails.
  • Experience using a CRM or Finance system or at least the ability to learn new systems quickly!
  • Proficient in spoken and written English.
  • Ability to work effectively within a fast-paced, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline.
  • Bonus if you already have experience with finance systems (i.e. SAP, SAGE, Xero, Quickbooks), but don’t worry if you don’t, we can help you develop your financial knowledge!


  • 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.
  • 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
  • Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
  • 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
  • Volunteer with a charity of your choice for a day each year
  • Dog friendly offices!

Required Documents

  1. CV/Resume
  2. Cover Letter

Application Process

In order to apply for this role and to learn more about it, kindly CLICK HERE

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