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About the Role

The Erasmus+ Appeals and Complaints Manager leads the day-to-day delivery of the Erasmus+ UK National Agency Appeals and Complaints function, ensuring fair, consistent, and transparent management of appeals and complaints. This role involves overseeing investigations, providing leadership, and acting as an escalation point for complex cases, ultimately driving continuous improvement and strengthening trust in the agency.

Responsibilities

Oversee the management of appeals and complaints, ensuring timely acknowledgment, investigation, and resolution according to procedures and service standards.
Manage appeals and complaints caseloads, allocating workloads and monitoring performance for timely resolution.
Provide oversight and direction on investigations, ensuring fair, consistent, and evidence-based outcomes.
Act as the escalation point for complex, sensitive, or high-risk cases, reviewing and approving findings and recommendations.
Ensure clear, timely, and professional communication with appellants and complainants.
Maintain accurate and auditable case records, complying with data protection and information governance requirements.
Oversee quality assurance processes to ensure consistent application of procedures and compliance with policies.
Analyze appeals and complaints data to identify trends and recommend service and process improvements.
Collaborate with various teams to support effective investigations and case resolution.
Provide line management, coaching, and development to Appeals and Complaints Officers.
Produce management information and performance reports for operational decision-making and continuous improvement.
Uphold fairness, transparency, confidentiality, and impartiality in all activities.

Requirements

Experience managing appeals, complaints, investigations, formal casework, or other structured review and resolution processes.
Experience overseeing complex, sensitive, or high-risk cases, ensuring fair and evidence-based outcomes.
Experience supervising, managing, or developing staff, including workload allocation, objective setting, and coaching.
Experience interpreting and applying policies, procedures, and decision-making frameworks.
Experience implementing or overseeing quality assurance activities for case handling consistency and compliance.
Experience analyzing casework, complaints, or customer insight data for trends and service improvement opportunities.
Experience producing management information, performance reports, or operational insight.
Experience identifying, managing, and escalating operational, procedural, or reputational risks.
Experience collaborating with multiple stakeholders to support investigations and deliver outcomes.
Ability to maintain confidentiality and ensure compliance with data protection and information governance.
Competent in using common office software (Word, Excel, Outlook, Teams) and case management systems.
Experience handling appeals, complaints, or formal casework in a public sector, regulatory, or high-scrutiny environment (Desirable).
Experience in grant administration, funding programs, or large-scale public service delivery (Desirable).
Experience working in an education, public sector, or regulated environment (Desirable).
Experience using case management, CRM, or similar systems (Desirable).
Experience leading service improvement initiatives from customer feedback (Desirable).
Experience working with auditors, regulators, or external assurance bodies (Desirable).
Understanding of administrative review, complaints handling, or dispute resolution processes (Desirable).

Skills

Appeals management
Complaints handling
Investigation
Casework management
Staff supervision
Coaching
Performance monitoring
Policy interpretation
Quality assurance
Data analysis
Risk management
Stakeholder collaboration
Confidentiality
Data protection compliance
Office software proficiency
Case management systems
Service improvement
Dispute resolution

Location

Stratford, London, UK

Work Type

Hybrid

Experience Level

Grade 7 / Pay Band F

Education Level

Degree or equivalent work experience
Customer Service, Customer Experience, Complaints Handling, Dispute Resolution or equivalent professional qualification

Salary/Compensations

£32,381 gross per annum

Benefits

2 Year Fixed Term Contract with possibility of 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.
We connect. We inspire.
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 we 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 and 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.