Customer Education Team Lead

Arbor Education; United Kingdom; Remote; GBP 40,000; Full time

Job summary

Arbor Education is seeking a Team Lead for its Customer Education team. The ideal candidate will manage and mentor specialists, ensuring high-quality delivery of training. Responsibilities include championing the Voice of the Customer and collaborating across teams to enhance customer satisfaction. Applicants should have experience in SaaS business and line-management, along with strong problem-solving and time management skills.

Benefits

32 days holiday

Life Assurance

Private Dental Insurance

Flexible working

Qualifications

• Driving Licence required.
• At least a year of experience in a SaaS business.
• Experience in line-management.

Responsibilities

• Lead a small team of Customer Education Specialists.
• Ensure timely delivery of training to MIS customers.
• Conduct quality checks on team outputs.

Skills

Team Management

Customer Education

Problem Solving

Time Management

Education

Experience in SaaS

Tools

Learning Management System

Video Conferencing Software

Job description

This range is provided by Arbor Education. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Location: Remote, UK

Salary: £40,000


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

We are looking for an experienced Team Lead for our Customer Education team, to manage and mentor a team of Customer Education specialists.

Responsibilities for the role are to ensure timely and high-quality delivery of remote and on-site training to MIS customers, facilitating the creation and development of our training offer, and championing the Voice of the Customer throughout the business to enhance satisfaction and achieve company goals.

Core responsibilities

• Lead a small team of Customer Education Specialists who deliver remote and on site training to our MIS customers
• Serve as a point of escalation and support for direct reports as well as across the wider Customer Team
• Represent the team within wider business meetings and channels to lead on new initiatives where appropriate
• Ensure that the Voice of the Customer is shared throughout the business
• Work collaboratively across the whole Customer Education team to ensure that the content and curation of all fee-based training is current
• Collaborate with the entire Customer Team to ensure timely and effective training delivery
• Guide the team in the creation and maintenance of e-learning courses, modules, and materials that are engaging, interactive, and aligned with learning goals and customer needs
• Conduct quality checks to ensure your teams work is of high standard
• Conduct monthly 1-1s and line management duties for members of your team

Requirements

About you

• Driving Licence required
• At least a year of experience in a SaaS business in a customer education, training or equivalent role
• Experience in line-management
• Knowledge of an education-based MIS
• The ability to challenge current processes and systems to increase efficiencies
• A can-do attitude with problem solving skills and risk management and mitigation
• Experience of managing multiple projects
• Excellent time management and prioritisation skills
• A passion for people management & willingness to develop
• A champion of the Arbor values
• Willingness to travel as required with role i.e. occasionally to school sites, team and management meetings
• Experience of video conferencing software
• Experience of using a Learning Management System

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

Interview process

Phone screen

1st stage interview

2nd stage with presentation

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.

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: [e-mail]

Please note: We are unable to provide visa sponsorship at this time.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Arbor Education by 2x

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