Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

This role is key to delivering an outstanding customer experience for the Erasmus+ programme, ensuring applicants, beneficiaries, and stakeholders receive accurate, timely, and equitable support throughout the grant lifecycle. You will oversee customer service delivery, manage escalated cases, and drive continuous improvement initiatives.

Responsibilities

• Lead customer experience operations across multiple communication channels, ensuring high-quality service delivery and achievement of agreed KPIs.
• Manage, coach, and develop Customer Experience Officers to support performance and capability development.
• Ensure customers receive accurate guidance and support throughout the Erasmus+ grant lifecycle.
• Manage escalated and sensitive customer cases in line with programme policies and service standards.
• Analyze customer feedback, trends, and contact drivers to identify opportunities for service improvement.
• Support implementation of policy updates, process improvements, and operational changes.
• Maintain quality assurance processes and ensure compliance with regulatory, contractual, and data protection requirements.
• Work collaboratively with internal teams to support programme delivery and positive customer outcomes.

Requirements

• Experience managing customer service or customer experience operations.
• Experience leading or supervising teams and driving performance against service standards and KPIs.
• Strong stakeholder management and communication skills.
• Experience handling complex customer issues, complaints, or escalations.
• Knowledge of compliance, risk management, and data protection requirements.
• Ability to interpret policies, guidance, and operational procedures accurately.
• Strong organisational and problem-solving skills.
• Experience working in public sector, education, grant-funded, or regulated environments (desirable).
• Knowledge of Erasmus+ or international mobility programmes (desirable).
• Experience supporting complaints, appeals, or case investigation processes (desirable).
• Customer Experience or Customer Service qualification (desirable).
• Degree or equivalent work experience.
• Written and verbal proficiency in English.
• Ability to work effectively within a hybrid working environment.
• Current right to work in the UK. The British Council is not able to support or sponsor work visa applications.

Skills

• Customer service
• Customer experience
• Team leadership
• Performance management
• Stakeholder management
• Communication
• Problem-solving
• Organisational skills
• Compliance
• Risk management
• Data protection
• Policy interpretation
• Process improvement

Location

• UK (Hybrid)
• Edinburgh
• Belfast

Work Type

• Hybrid
• Full-time

Experience Level

• Management
• Supervisory

Education Level

• Degree or equivalent work experience

Salary/Compensations

• £30,839 Per Annum

Benefits

• 2 Year Fixed Term Contract with possibility of extension

About the Company

• The British Council builds connections, understanding and trust between people in the UK and countries worldwide. Through arts and culture, education, and the English language, we create opportunities and strengthen relationships across borders. We work with people in over 100 countries, supporting peace and prosperity by building connections, understanding and trust.
• The Department for Education has announced that the British Council has been nominated to take on the role of national agency for Erasmus+.
• The UK and EU arrived at a political agreement that the UK would rejoin the Erasmus+ scheme in 2027. That agreement has now been legally formalised under the EU-UK Trade and Cooperation Agreement.
• The British Council has a longstanding commitment to supporting international exchange. It was a lead partner in the Erasmus+ UK National Agency from 2014-20, where Erasmus+ made a significant contribution to the UK's cultural relations activities, funding 8,091 projects, engaging 583,757 UK participants, and awarding around €1.1 billion to UK organisations.

Equal Opportunity

• We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
• The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.