Customer Team Lead (Arbor Finance)

Arbor Education; United Kingdom; Remote; GBP 35,000 - 42,000

Job description

Location: UK, Remote with occasional travel to Leeds

Salary: up to £42,000

About Us

At Arbor, we're on a mission to transform the way schools work for the better.

We believe in a future of work in schools where being challenged doesn't mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.

Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.

At the heart of our brand is a recognition that the challenges schools face today aren't just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.

About The Role

Arbor Finance is a product that helps nearly 1,500 schools across the UK to manage their finances. It is key to ensuring schools and Local Authorities manage their finances effectively and is the most loved finance product in Local Authority schools.

We are looking for a passionate and driven Customer Team Lead to join our Customer team and help us deliver an excellent customer experience, using data to inform opportunities to streamline the customer journey and manage a small team made up of digital onboarding specialists, trainers and support analysts. The remit and focus of this role is to lead a small, dynamic team of 6 individuals responsible for the successful delivery and ongoing support of our Arbor Finance product and foster a collaborative and supportive team environment that encourages growth and innovation. It's a broad and exciting role, so we're looking for someone up for a challenge - if you're a clear communicator and enjoy working collaboratively, this is the role for you.

Requirements

Core Responsibilities

• Team Leadership:
• Lead, mentor, and develop a high-performing team
• Foster a collaborative and supportive team environment that encourages growth and innovation
• Conduct regular performance reviews and provide constructive feedback
• Identify and address team challenges proactively
• Service Delivery:
• Oversee the entire customer lifecycle, from onboarding and training to ongoing support
• Ensure smooth and timely product releases, including effective communication to customers
• Work closely with Engineering to prioritise and resolve customer issues and product bugs
• Monitor key performance indicators (KPIs) and identify areas for improvement in delivery and customer satisfaction
• Process Improvement:
• Continuously analyse and optimise existing processes to improve efficiency and effectiveness
• Identify and implement best practices in customer onboarding, training and support working closely with MIS counterparts to stay up to date on how those teams are operating
• Decision Making:
• Make independent decisions and take ownership of delivery outcomes with minimal supervision
• Proactively identify and mitigate potential risks
• Effectively communicate decisions and their rationale to stakeholders of all levels
• Customer Focus:
• Build and maintain strong relationships with customers
• Proactively address customer concerns and ensure their needs are met
• Advocate for customer needs within the organisation

About You

• Considerable experience in a team lead or supervisory role, preferably within a SaaS environment
• Proven experience in customer onboarding, training, and/or support
• Strong understanding of customer success principles and methodologies
• Excellent communication, interpersonal, and problem-solving skills
• Ability to thrive in a fast-paced, dynamic environment
• Strong analytical and data analysis skills
• Experience with project management methodologies (e.g., Agile)
• A proactive and results-oriented approach with a strong work ethic
• A passion for customer satisfaction and continuous improvement

Bonus Points:

• Experience with Zendesk and Jira an advantage
• Experience in the Finance industry or of bookkeeping
• Experience working with remote teams

Benefits

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
• Dog friendly offices!

Interview process

• Phone screen
• 1st stage
• 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 [e-mail].

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.