Arbor Education
Arbor MIS helps schools and MATs work more easily and collaboratively. Join a free webinar: http://bit.ly/Arbor-webinars
Education • Management Information Systems • Big data • Data visualisation • Technical support
51 - 200
1st Line Operations Manager
July 30
🏢 In-office - Leeds
Arbor Education
Arbor MIS helps schools and MATs work more easily and collaboratively. Join a free webinar: http://bit.ly/Arbor-webinars
Education • Management Information Systems • Big data • Data visualisation • Technical support
51 - 200
Description
• Line manage and coach 1st line Team Leads • Own the 1st Line strategy for hiring, training, and performance monitoring • Ensure outstanding customer experience using data • Act as an escalation point for customers • Produce daily, weekly, and monthly reporting for the Head of Support • Collaborate with Resource Planning for team right sizing • Responsible for outsourcing partners' performance • Conduct monthly quality calibrations with Team Leads • Lead second stage interviews for new 1st Line Analysts • Contribute to planning for Customer Team & Support Team • Identify customer risks and produce mitigation plans • Produce recommendations for improving customer experience • Help manage other teams within Support as needed
Requirements
• 5+ years experience as a Team Lead in a Customer Service setting • Able to motivate other leaders of varied levels of knowledge and background • An outstanding communicator • Experience setting clear goals/objectives for individuals and teams • Confident reporting achievements and challenges to the wider business • Can demonstrate strong commercial awareness • Passionate commitment to providing high quality customer service
Benefits
• 32 days holiday (plus Bank Holidays) • Enhanced maternity and adoption leave (20 weeks full pay) • Enhanced paternity leave (6 weeks full pay) • 5 free return to work maternity coaching sessions • Private Dental Insurance • Access to services such as Calm, Bippit and Health Assured • Flexible working • Social committees planning events • Dedicated professional development training budget • Volunteer with a charity for a day each year • Dog friendly offices
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