E+ Customer Experience Manager

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. ### Erasmus+ Customer Experience Manager ### Location UK (Hybrid) ### About the British Council 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. ### Erasmus+ Statement The Department for Education has announced that the British Council has been nominated to take on the role of national agency for Erasmus+. In December 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. ### Role Summary Job Title: Erasmus+ Customer Experience Manager Pay Band: Grade 7 / Pay Band F Salary: £30,839 Per Annum Location: UK, London, Cardiff, Edinburgh, Belfast Contract Type: Full-time, Hybrid working arrangement in line with British Council policy Contract Duration: 2 Year Fixed Term Contract with possibility of extension Right to Work Requirements: Current right to work in the UK. The British Council is not able to support or sponsor work visa applications We are operating on the basis that any offer is made pending client confirmation of funds. ### Purpose of the Role This is an exciting opportunity to play a key role in delivering an outstanding customer experience across the Erasmus+ programme. Reporting to the Senior Customer Experience, Appeals & Complaints Manager, you will lead day-to-day customer experience operations, ensuring applicants, beneficiaries and stakeholders receive accurate, timely and equitable support throughout the grant lifecycle. You will oversee customer service delivery, manage escalated cases, support continuous improvement initiatives and work closely with colleagues across Grants, Compliance and Quality Assurance to maintain service excellence and compliance with programme standards. ### Main Accountabilities * 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. * Analyse 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. ### Role Specific Knowledge & Experience #### Essential * 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. #### Desirable * Experience working in public sector, education, grant-funded or regulated environments. * Knowledge of Erasmus+ or international mobility programmes. * Experience supporting complaints, appeals or case investigation processes. * Customer Experience or Customer Service qualification. ### Specific Requirements * Degree or equivalent work experience. * Written and verbal proficiency in English. * Ability to work effectively within a hybrid working environment. ### LinkedIn #Hybrid A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement 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. Safeguarding Statement 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. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org