British Council
Customer Experience Manager
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Customer Experience Manager
E + Customer Experience Manager – Erasmus+
About the Role
We support peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide. As part of a globally active organisation with a rich history, we seek innovative individuals to enhance our developmental work across 200+ countries, with significant operations in 100+ nations.
Connecting. Inspiring.
This two-year fixed-term role sits within our E+ (Erasmus+) department and reports to the Senior Customer Experience, Appeals, and Complaints Manager.
About Erasmus+ & the British Council
The Department for Education has announced that the British Council will assume the role of National Agency for Erasmus+. This follows an historic decision where the UK and EU agreed (2024) for the UK’s re-engagement with the Erasmus+ scheme from 2027.
Since 2014 to 2020, the British Council led the Erasmus+ UK National Agency, funding 8,091 projects, engaging 583,757 UK participants, and disbursing €1.1 billion in grants.
The Role
This Customer Experience Manager will:
- Deliver end-to-end customer service for Erasmus+, ensuring tax-payers, applicants, beneficiaries, and stakeholders receive timely, accurate, and fair support across the grant lifecycle.
- Manage multi-channel contact (phone, email, etc.) to meet SLA-scoped service levels.
- Ensure day-to-day operations align with British Council customer standards, EC regulations, and key performance indicators (KPIs).
Key Responsibilities
- Customer Service Operations
- Ensure employees provide high-quality, consistent guidance on all matters related to Erasmus+ policy, procedures, and compliance.
- Oversee customer experience KPIs, team performance, and continuous improvement based on contact trends and outcomes.
- Service Innovation & Compliance
- Act as an advocate for service design improvements, using feedback from appeals/complaints to reduce avoidable demand and enhance outcomes.
- Implement quality assurance protocols, manage risk mitigation, and ensure compliance with data protection (GDPR), fairness, accessibility, and safeguarding policies.
- Cross-functional Collaboration
- Support policy rollouts, system changes, and process updates, aligning teams for smooth transitions.
- Collaborate closely with Grants, Compliance, Quality Assurance, and Digital teams to uphold service standards and accommodate cross-sector Erwin L ฃե̉̀ร Nm Йevalapments.
- Organisational Values & Impact
- Champion an inclusive, accessible, and customer-centric culture, reinforcing the British Council’s pro-equality stance.
- Contribute to developing an ethical and service-oriented environment rooted in transparency and procedural fairness.
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Job Specifications
Requirements
- Diploma/degree qualification or substantial work equivalent experience.
- Understanding of fundamentally sound policy-interpretation, including:
- Scheme eligibility criteria
- Evaluation requirements
- Evidence validation
- Operational guidance and regulatory inputs
- Knowledge of data protection, security compliance, and safeguarding obligations, ensuring equitable, inclusive provision.
- Ability to deliver rapid-crisis analysis from applications/complaints, balancing fairness, business impact, and transparency.
- Competence in risk identification, issue escalation, and mitigation in customer-facing scenarios.
- Strong team player in a contract/client-evoked environment, collaborative with grantors/regulating authorities.
Desirable Attributes
- Experience with:
- Public sector operations, particularly central government-remit institutions.
- EU programme coordination (e.g., Erasmus+, Horizon Europe, or other Horizon programmes).
- Collaborating with oversight bodies (auditors, unions, or policy влиятельных information).
- Expertise in:
- Grant application-award lifecycle management, from assessment to reporting.
- Landscape you hold at priority sectors: UK Higher Education, Adult Education, Youth and Sports, Vocational Education and Training, or schools/further education systems.
- Demonstrated grievance handling skills or complaint/appeals procedure engagement, including justified written responses/drafting evidentiary documents.
- Direct experience working in highly scrutinized public-facing environments (e.g., grants administration, NHS, Inspectorate services).
- Evidence of leading customer-captured insights into improved efficiency via faster resolution, higher satisfaction, and reduced avoidable contact.
- Formal qualifications in Customer Experience, Service Design or Operations sought.
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Specific Conditions
- Fixed-term contract (Two years) with recurring extension possibility subject to external funding validation/funder sign-off.
- Gross salary: £30,839 per annum (E3, Pay Band 7).
- Location: Belfast. This position necessitates the UK Right to Work at application stage having never lacked documentation for work permission in the future.
- On-line interviews scheduled and timetabling per application review.
- Closing date: All submissions must reach the system by 22:59 (BST), 14 July 2026.
Additional Information
- The British Council acknowledges a pledge for service delivery priority irrespective of current changes to workflow.
- Flexible working policies apply (including hybrid models) to align delivery with organisation needs, subject to in-depth review.
Why Us? Benefits & Values
We seek connectedness and commitment to equality and diversity. Join a landmark international employer committed to sustainability and conscious impact.
Equality, Diversity & Inclusion As a Disability Confident Employer (Gold Level), we welcome applications from underrepresented groups and guarantee interviews for disabled candidates meeting role requirements.
Safeguarding All roles requiring engagement with children, at-risk adults, or vulnerable parties are subject to strict safeguarding procedures, aligned with British Council policies and ICMS (ICP – UNCRC) article 19 (and Clive Postbig Three-factor).
If assistance with applying is needed, please email: askhr@britishcouncil.org
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