2nd Line Team Lead - Leeds, United Kingdom - Arbor Education

Arbor Education
Arbor Education
Verified Company
Leeds, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

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

You've probably seen the headlines.

Heavy workloads, constant change, admin pressure on teachers and staff at every levelsometimes it feels like this is just part and parcel of school life today.

But it doesn't have to be this way.

We passionately believe that there's a better way to work. And it starts by giving everyone the right tools and technology for the job.


We're building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.


Ultimately, we're here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.


About the role


We are looking for an enthusiastic and people oriented 2nd Line Team Lead (Maternity Cover) to lead our 2nd Line Support team and help us provide them with the best level of customer service possible.

The remit and focus of the role is to manage, coach, and develop a team of 2nd Line Support Analysts, as well as oversee our problem and incident management process.


Core responsibilities

  • Line manage and coach a team of 2nd Line Customer Support Analysts delivering monthly 11's, yearly performance reviews, and individual development plans to ensure the success of the team
  • Manage the 2nd line ticket queues via Zendesk, ensuring internal SLAs are met
  • Monitor outstanding incidents and work with Product and Engineering Teams, escalating issues where necessary to ensure a timely resolution for customers
  • Analyse incident themes and root causes to inform recommendations for areas of focus, and present these back to Product and Engineering Teams representing the voice of the customer
  • Be the technical interface between the Product and Engineering Teams, and the Customer Team
  • Ensure customers are kept informed until resolution of tickets
  • Identify opportunities for service improvement
  • Work closely with Engineering and Project Teams to plan migrations of new schools and ensure all 2nd line tasks are completed in a timely manner to enable a smooth transition for schools
  • Along with the first line team lead, identify opportunities for your team to help upskill 1st line CSAs and improve overall first contact resolution
  • Handle customer escalations and support other teams with risk management
  • Support the team during peaks by picking up customer queries
  • Assist with further developing our knowledge base, particularly around more complex areas of the system
  • Support with coordinating the wider team during Major Incident management
  • Have a solid understanding of Arbor's infrastructure and systems and how these impact customer experience

About you
We're looking for someone with considerable leadership experience and a genuine care for customers.

Beyond that, we'd love to see:

  • Experience as a team lead in a 2nd line customer support environment
  • Outstanding communication and interpersonal skills
  • ITIL qualified
  • Basic understanding of SQL
  • Experience using Zendesk and/or JIRA
  • Ability to work effectively within an entrepreneurial, fastpaced, and resultsoriented culture, by demonstrating strong operating instincts, organisational skills and discipline
  • Experience setting clear goals/objectives for individuals
  • Confident reporting achievements and challenges faced within the team to the wider business
  • Ability to interpret data in order to understand school needs and develop schools insights
  • Passionate commitment to providing high quality customer service
  • A leader who exemplifies the willingness to go the extra mile for our customers
  • Understanding of Arbor or ScholarPack MIS and the landscape in which our schools operate would be advantageous

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
  • 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
  • Dedicated professional development training budget (CPD courses, upsk
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