Customer Support Analyst - Arbor Finance

Arbor Education; Leeds; Hybrid; GBP 32,000 - 37,000; Full time

Job summary

A leading education support organization in Leeds is seeking a Customer Support Analyst to provide comprehensive support for Arbor Finance. Key responsibilities include troubleshooting customer queries, collaborating with internal teams, and analyzing service requests. The ideal candidate should have a strong finance background and demonstrate excellent problem-solving and communication skills. This role offers a hybrid working environment and competitive benefits.

Benefits

32 days holiday (plus Bank Holidays)

Private Dental Insurance with Bupa

Access to mental health support and counseling

Professional development budget

Qualifications

• Strong background in finance and familiarity with educational institution settings.
• Excellent problem solver committed to delivering outstanding customer service.
• Ability to articulate technology solutions to varied audiences.

Responsibilities

• Provide end-to-end product support for customer queries.
• Investigate and analyze service requests generating bug reports.
• Collaborate with internal departments to enhance product.

Skills

Problem-Solving

Customer-Centric Mindset

Technical Acumen

Communication Skills

Education

Relevant Finance Background

Tools

CRM Systems

Job description

Location: Leeds, Hybrid

Starting Salary: £32,000 per year

We are seeking a proactive and customer-focused finance Customer Support Analyst to join our dynamic team. In this role, you will be the go-to expert for our Arbor Finance product, providing exceptional end-to-end support to our customers in the education sector. You will be instrumental in troubleshooting complex issues, collaborating with internal teams to drive product improvements, and ensuring our customers maximize the value they get from our system. If you have a strong finance background, a passion for problem-solving, and a dedication to delivering an outstanding customer experience, we want to hear from you!

Dimensions

• Become an expert on the Arbor Finance product
• Meet the target percentage response and resolution time for all SLAs, see table below
• Reduce time to repair incidents within the Customer Team
• Support data migrations from previous Finance products to Arbor
• Ensure at least 95% calls are answered
• Achieve customer satisfaction score of >95%
• Achieve 95% on all quality checks

Role Responsibilities

• 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 issues via email, phone, webchat, remote tools or desktop support as necessary
• 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.
• 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.
• 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.
• 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.

Knowledge, skills and experience

• 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.
• 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.
• Exceptional Communication: Outstanding communication and interpersonal skills. Excellent ability to interpret data and understand school needs and develop school insights.
• Good knowledge of our products and an understanding of how they fit within our customers’ businesses and how they add value.
• Occasional travel to client sites and Arbor offices as needed.

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 [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.