Meet the Advanced Support Team!

At Arbor, we’re on a mission to transform the way schools work for the better. Arbor's Advanced Support is a premium support service designed for larger schools and multi-academy trusts with complex setups and configuration, who feel they do things a little differently.

The Advanced Support service gives you a direct line to an expert who really understands your unique set-up and can give you quick, tailored solutions and support to streamline your unique workflows. Our team members come from diverse backgrounds in education and customer service, all dedicated to making school workflows easier for you.

You get 1-on-1 support through 6 personalised 60-minute Support Calls per academic year, and an unlimited amount of 15-minute Support Calls. Advanced Support schools also benefit from our advanced Service Level Agreements (SLAs) that mean the support team can respond to and resolve your query quicker, and a direct phone line for Advanced Support schools only. Advanced Support also takes the hassle out of reporting with a bank of 10 Custom Reports and 2 Live Feeds set up for you by your own Analyst. 

We work closely with your Customer Success Manager to work on your goals and provide support when you need it the most. We'll also reach out following assessment and behaviour training sessions, to solidify your knowledge.

Advanced Support schools can also purchase 15 hours of professional services, where your dedicated Analyst can set up specific areas of Arbor on your behalf, and additional data checks. 

All schools, including Direct Supported schools, can also purchase bespoke Power BI Dashboards, built by our Advanced Support Analysts.

If this is something you are interested in, please contact customersales@arbor-education.com to discuss upgrading to Advanced Support!

Josie

Hi, I'm Josie, and I'm one of the Team Leads here at Arbor. I have worked for Arbor since 2021 and oversee the Advanced Support Team. I have worked in Operations and Customer Service Management for over 16 years and love it here at Arbor as I feel we can really make a difference and add value for schools. When I'm not at work, I obviously love spending time with my family and friends, but I'm also a dedicated runner (albeit a bit of a slow one) and I love a good book.

Naomi

Hi, I'm Naomi, one of the Advanced Support Team Leads. Before joining Arbor I spent 13 years as a School Business Manager and many more before that as a Sales and Service Manager. My experience means that I have a great understanding of the needs of schools and can support our Advanced Support Analysts to give you an excellent customer experience. Outside work, I am involved in schools as a clerk to Governing bodies, I'm a busy parent to 3 'chadults' who think my middle name is Uber! I am also a doggy mum to Drako and Darci, who are Pocket American Bullies.

Leah

Hi, I'm Leah, I have been with Arbor since April 2022, first joining our first-line team and then moving over to Advanced Support. I have been in customer service for nearly two decades in the automotive, telecommunications and now EdTech industries. I really enjoy building relationships with our schools and helping them get the best out of Arbor, making their day easier whenever I can. Outside of work, I enjoy spending time with my family and reading lots of books, but most importantly, my German Shepherd Khaleesi, whom I love to take on countryside walks and, of course, photograph!

Jess

Hi, I'm Jess, and I was born and raised in Durham. I graduated from Newcastle University with a Psychology degree before moving to Leeds to complete a Master's in Sport and Exercise Psychology. I have a passion for helping people and prioritising wellbeing. Therefore, I am really excited to be working with Arbor to support schools in problem-solving and reducing stress-inducing workload. Outside of work, I enjoy travelling and learning about new cultures, spending time with family and friends, and staying active, which I do by playing Korfball competitively. I am also a bit of a granny at heart and love to curl up with a good book and cup of tea and have recently taught myself to knit.

Jacalyn

Hi, I'm Jacalyn! I was born and raised in Canada and moved to Leeds in 2018. I've recently joined Advanced Support after starting with the First Line Team in 2021. I have previously worked in customer service for 15 years, primarily in the hospitality and aviation industries. I love learning, problem-solving, and helping others, so joining Arbor was the perfect place to combine all three! In my spare time, I enjoy crafting, reading, and learning piano and French!

Emily

Hi, I'm Emily! I started my career at the age of 18, working for a leading health-tech company in a customer support role from 2014-2018. Since then, I have remained in the healthcare and charity sectors in various roles but have always been hunting for the right next move. The prospect of the Advanced Support role at Arbor reignited my desire to work for a growing tech company! When I'm not at work, you'll find me looking after my parents' Lhasa Apso Charlie, watching F1, reading dystopian fiction, knitting, or tending to my 60+ houseplants!

Jade

Hi, I'm Jade! After 7 years of experience in the MIS Support field working with various software, I made the switch in 2024 to join Arbor's Advanced Support team. This enables me to apply my knowledge and experience effectively while helping schools save valuable time with their MIS. Outside of work, when I'm not volunteering for charities, I enjoy baking, live music, spending time with my cat, and exploring the world through my camera!

Katy

Hey, I'm Katy! I was born in Leeds, graduated from Edinburgh University, and spent many years enjoying the sunny climes in Greece before moving back to Yorkshire (not for the weather!). I'm looking forward to using my teaching and customer service experience in my role at Arbor. Outside of work, I love yoga, wild swimming, and spending time with my family and best buddy, my rescue dog Rocky.

Becca

Hey, I'm Becca! I'm based in Lincoln and have had a variety of different roles, including working in the NHS, rehabbing injured dogs, and running a small fudge business. I started at Arbor in 2023 on first-line support and have now moved to the Advanced Support Team. Outside of work, I love training and playing with my dog, watching wrestling, and going to as many gigs as I can!

Anna

Hi, I'm Anna! I'm based in Yorkshire, following a Linguistics degree from the University of Leeds, but I'm originally from Manchester (which may be why I prefer The Smiths to the Kaiser Chiefs). I grew up surrounded by teachers in my family, so the opportunity to support schools and hopefully ease their daily stresses is something I'm really grateful to be able to do. When I'm not walking you through your marksheets, I'm going to gigs, painting, or scouring my local charity shops for clothes and trinkets!

Isobel

Hi, I'm Isobel! After completing my degree at the University of Leeds in English and Film, I didn't want to leave! I've been living here since 2019 and have always wanted a role where I can really make a difference. Upon discovering Arbor, I knew their mission was one I could get behind. Outside of work, if I'm not with my friends and family, I'll probably be crocheting, upcycling, or sewing!

Kimberley

Hi, I'm Kimberley. I joined Arbor in January 2024 as a Customer Support Analyst, and I'm excited to now be a part of the Advanced Support Team! I have worked in schools since 2015 within various office roles and have experienced the admin pressures first-hand! I fully support Arbor's mission "to transform the way schools work for the better!" and I'm passionate about helping our customers achieve this! When I'm not working, you'll find me on the sidelines as a busy mum to 3 football mad boys!

Katie

Hi, I’m Katie, I am originally from Northern Ireland and moved to Leeds to pursue my studies and have called it home ever since. I have a background in customer service and nutritional coaching, and am passionate about helping people and creating positive experiences. This is what initially drew me to work at Arbor, as I want to make a meaningful impact in education. Outside of work, you’ll find me spending time with my three cats, indoor climbing or getting up to anything crafty!

Beth

Hi, I'm Beth, I have been with Arbor since March 2024 and moved from First Line to Advanced support June 2025. Before this, I was in a range of customer service centred roles, giving me lots of experience in building relationships and giving bespoke service to everyone I work with. When not at work, I can usually be found gaming, working on my various crochet projects, or cuddling my beautiful orange cat, Jaffa Cake.

Kim

Hey, I’m Kim! Originally from the Netherlands, I moved to the UK at 18 and began my career in customer service. Through these roles, I discovered my passion for making a meaningful impact in people’s day-to-day lives. I joined Arbor in April, inspired by their mission to help school staff save valuable time by reducing administrative tasks. Outside of work, I enjoy staying active, travel, relaxing with my cats, and spending quality time with family and friends.