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About the Role
The Erasmus+ Appeals and Complaints Officer will administer appeals and complaints for the Erasmus+ UK National Agency. This role ensures cases are logged, investigated, tracked, and resolved according to procedures, maintaining fairness and professionalism. You will support a transparent appeals and complaints service, manage cases efficiently, ensure clear communication, and provide evidence-based decisions. Collaborating with the Appeals and Complaints Manager and other teams, you will help build trust in the programme and identify service improvement opportunities.
Responsibilities
- Act as the first point of contact for assigned appeals and complaints, ensuring timely acknowledgment and progression.
- Manage a portfolio of cases, ensuring actions and communications are completed within agreed timescales.
- Provide clear, timely, and professional updates to appellants and complainants.
- Gather, review, and organize evidence from various sources to support investigations.
- Analyze evidence, identify facts, and recommend case outcomes based on policies and procedures.
- Draft case summaries, findings, and correspondence for review.
- Identify and escalate complex, sensitive, or high-risk cases.
- Maintain accurate and auditable case records in designated systems, complying with data protection requirements.
- Apply appeals and complaints procedures consistently and fairly.
- Support quality assurance activities through clear documentation and audit trails.
- Capture customer feedback and recurring issues to contribute to service improvements.
- Collaborate with other teams to support investigations, timely resolution, and continuous improvement.
- Handle all cases impartially, professionally, and respectfully, upholding fairness, transparency, and confidentiality.
Requirements
- Strong attention to detail in recording case notes, updating systems, and maintaining records.
- Ability to follow data protection, confidentiality, and information security requirements.
- Experience managing cases, investigations, complaints, appeals, or other structured administrative processes.
- Ability to gather, organize, and evaluate information from multiple sources.
- Ability to prepare clear, accurate, and professional written correspondence and documentation.
- Ability to interpret and apply procedures, guidance, and policies consistently.
- Ability to identify recurring themes, root causes, and opportunities for service improvement.
- Understanding of how complaints and appeals data can improve service quality.
- Ability to manage competing priorities and meet deadlines.
- Competent with common office software (e.g., Word, Excel) and learning new systems.
- Commitment to delivering a fair, transparent, consistent, and evidence-based service.
- Ability to remain calm, objective, and professional in sensitive situations.
- Experience handling complaints, appeals, or formal casework (desirable).
- Experience in grant administration or other high-scrutiny public-facing services (desirable).
- Experience working within an education, public sector, or regulated environment (desirable).
- Experience using case management or customer relationship management systems (desirable).
- Understanding of administrative review, complaints handling, or dispute resolution processes (desirable).
- Current right to work in the UK.
- Offer is made pending client confirmation of funds.
Skills
- Case Management
- Investigation
- Complaints Handling
- Appeals Processing
- Data Protection
- Information Security
- Written Communication
- Policy Interpretation
- Service Improvement
- Office Software Proficiency
- Customer Service
- Conflict Resolution
Location
- Stratford, London, UK
Work Type
- Hybrid
- Fixed Term Contract
Experience Level
- Grade 6 / G
Education Level
- Degree or equivalent work experience
- Customer Service, Customer Experience, Complaints Handling or equivalent professional qualification
Salary/Compensations
- £28,072 gross per annum
Benefits
- Possibility of contract extension
About the Company
- We support peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide.
- For over 90 years, we have shaped brighter futures through education, arts, culture, language, and creativity.
- We work with people in over 150 countries and reach over 700 million people.
- The British Council is set to take on the role of National Agency for Erasmus+.
- The UK will rejoin the Erasmus+ scheme in 2027.
- The British Council has a longstanding commitment to supporting international exchange.
- A connected and trusted UK in a more connected and trusted world.
Equal Opportunity
- We are committed to equality, diversity, and inclusion and welcome applications from all sections of the community.
- The British Council is a Disability Confident Employer.
- We guarantee an interview for disabled applicants who meet the minimum role requirements.
- We welcome discussions about specific requirements or adjustments.
- The British Council is committed to safeguarding children, young people, and adults who we work with.
- Appointment to positions with direct involvement with vulnerable groups will be dependent on thorough checks.