British Council
E+ Customer Experience Officer
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Welsh-language advert below/ Hysbyseb swydd Gymraeg isod
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.
The Department for Education has announced that the British Council is set 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.
Pay Band: Grade 6
Salary: £25,520 gross per annum
Contract Duration: 2 Year Fixed Term Contract with possibility of extension
Location: Cardiff & Belfast.
Right to Work Requirements: Current right to work in the UK. The British Council is not able to support or sponsor work visa applications.
Closing Date: Applications will close on 14 August at 22:59 UK Time
We are operating on the basis that any offer is made pending client confirmation of funds.
Role Purpose
We are looking for a customer-focused professional to join the Erasmus+ Customer Experience team. As the first point of contact for applicants, beneficiaries and stakeholders, you will provide high-quality support across phone, email and digital channels, ensuring every customer receives a professional, fair and helpful service.
You will provide information and guidance, resolve enquiries, maintain accurate records and escalate complex issues appropriately. Working closely with colleagues across the customer experience, appeals and complaint’s function, you will help deliver an efficient, transparent and customer-centred service.
Main Responsibilities
- Act as the first point of contact for customer enquiries across phone, email and digital channels.
- Provide accurate information and guidance in line with programme policies and service standards.
- Resolve straightforward issues promptly and escalate more complex cases when required.
- Maintain accurate records, case notes and customer information within internal systems.
- Ensure compliance with data protection, confidentiality and information governance requirements.
- Capture customer feedback and identify recurring themes or service improvements.
- Support colleagues across customer experience, complaints and appeals functions.
- Deliver a professional, fair and customer-centred service that promotes trust and confidence in the programme.
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Essential
Role Specific Knowledge & Experience:
- Experience providing customer service or customer support.
- Excellent verbal and written communication skills.
- Strong attention to detail and ability to maintain accurate records.
- Ability to manage multiple enquiries efficiently and professionally.
- Strong organisational skills and ability to prioritise workload.
- Understanding of confidentiality, data protection and information security principles.
- Ability to remain calm and professional when dealing with challenging situations.
- Competent user of Microsoft Office applications and other digital systems.
- Ability to communicate effectively in Welsh, both verbally and in writing (Wales roles only).
Desirable
- Experience in grant administration or other public-facing services.
- Experience working within education, public sector or regulated environments.
- Customer Service or Customer Experience qualification.
- Knowledge of Erasmus+ or similar programmes.
Specific Requirements
- Degree or equivalent work experience.
- Written and verbal proficiency in English.
- Ability to work effectively within a hybrid working environment.
A Welsh-language version of the role profile is available on request.
British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.
Teitl y Rôl: Swyddog Gwasanaeth Cwsmeriaid ar gyfer Rhaglen Erasmus+
Rydym yn cefnogi heddwch a ffyniant drwy feithrin cysylltiadau, dealltwriaeth ac ymddiriedaeth rhwng pobl yn y DU a gwledydd ledled y byd. Ers 90 mlynedd rydym wedi bod yn helpu i lunio dyfodol mwy disglair drwy addysg, y celfyddydau, diwylliant, iaith, a chreadigrwydd.
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Rydym yn gweithio gyda phobl mewn dros 200 o wledydd a thiriogaethau, ac ar lawr gwlad mewn dros 100 o wledydd.
Yn cysylltu. Yn ysbrydoli.
Mae Adran Addysg Llywodraeth y DU wedi cyhoeddi mai’r British Council fydd yn gweithredu fel yr Asiantaeth Genedlaethol ar gyfer rhaglen Erasmus+.
Ym mis Rhagfyr, daeth y Deyrnas Unedig a’r Undeb Ewropeaidd i gytundeb gwleidyddol y byddai’r DU yn ail ymuno â chynllun Erasmus+ yn 2027. Mae'r cytundeb hwnnw bellach wedi'i ffurfioli’n gyfreithiol dan Gytundeb Masnach a Chydweithrediad yr UE a’r DU.
Mae gan y British Council ymrwymiad ers tro byd i gefnogi cyfnewid rhyngwladol. Bu’n un o bartneriaid arweiniol Asiantaeth Genedlaethol Erasmus+ yn y DU rhwng 2014 a 2020. Yn ystod y cyfnod hwnnw, gwnaeth Erasmus+ gyfraniad arwyddocaol i gysylltiadau diwylliannol y DU, gan ariannu 8,091 o brosiectau, gyda 583,757 o drigolion y DU yn cymryd rhan, a chan ddyfarnu tua €1.1 biliwn i sefydliadau yn y DU.
Band Cyflog: Gradd 6
Cyflog: £25,520 gros y flwyddyn
Hyd y cytundeb: Cytundeb Cyfnod Penodol o 2 Flynedd, gyda phosibilrwydd o estyniad
Lleoliad: Caerdydd a Belfast
Gofynion Hawl i Weithio: Hawl gyfredol i weithio yn y DU. Nid yw’r British Council yn gallu cefnogi ceisiadau am fisas gwaith.
Dyddiad Cau i geisiadau: 14 Awst am 22:59 (amser y DU)
Rydym yn gweithredu ar y sail bod unrhyw gynnig swydd yn amodol ar gadarnhad gan y cleient fod cyllid ar gael ganddynt.
Pwrpas y Rôl
Rydym yn chwilio am weithiwr proffesiynol sy'n blaenoriaethu'r cwsmer i ymuno â thîm Profiad Cwsmeriaid Erasmus+. Byddwch yn bwynt cyswllt cyntaf i ymgeiswyr, cyfranogwyr, a rhanddeiliaid, gan gynnig cefnogaeth o ansawdd uchel ar y ffôn a thrwy e-bost a'n sianeli digidol i sicrhau bod pob cwsmer yn derbyn gwasanaeth proffesiynol, teg a defnyddiol.
Byddwch yn darparu gwybodaeth a chanllawiau, delio ag ymholiadau a'u datrys, cadw cofnodion cywir, ac uwchgyfeirio materion cymleth mewn modd priodol. Byddwch yn gweithio'n agos â chydweithwyr yn ein tîm profiad cwsmeriaid, apeliadau a chwynion, gan helpu i ddarparu gwasanaeth effeithlon a thryloyw sy'n canolbwyntio ar y cwsmer.
Prif Gyfrifoldebau
- Bod yn bwynt cyswllt cyntaf ar gyfer ymholiadau gan gwsmeriaid ar y ffôn a thrwy e-bost a sianeli digid
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