At a Glance
- Tasks: Manage customer service operations and ensure top-notch support for Erasmus+ applicants.
- Company: Join the British Council, a leader in education and cultural connections.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Two-year contract with potential for extension; based in Belfast.
- Why this job: Make a real difference by enhancing customer experiences and supporting global education initiatives.
- Qualifications: Degree or equivalent experience; strong understanding of customer service principles.
The predicted salary is between 30839 - 30839 £ per year.
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.
The Customer Experience Manager supports the end‑to‑end delivery of customer service for Erasmus+. The post responds to applicants, beneficiaries and stakeholders ensuring they receive timely, accurate and equitable support throughout the grant lifecycle.
Responsibilities
- Deliver day‑to‑day Customer Experience Operations: manage multi‑channel customer contact (phone, email, etc.) to agreed service levels and be accountable for team performance against KPIs, performance indicators and customer experience metrics.
- Develop detailed knowledge of Erasmus+, its procedures, systems, schedules and contractual standards; ensure accurate, consistent advice and adherence to quality and compliance standards.
- Embed and maintain quality assurance processes, calibration, and knowledge management across the service; identify and manage operational risks, ensuring adherence to British Council and Erasmus+ regulations, data protection, accessibility and safeguarding requirements.
- Analyse contact drivers and customer insight to identify improvement opportunities; lead small‑scale service enhancements to improve right‑first‑time delivery and customer experience.
- Support change delivery and service readiness: contribute to the rollout of policy updates, system changes or new processes, ensuring staff readiness and clear communication; collaborate with Grants, Compliance, Quality Assurance, Digital and other internal teams to maintain smooth service delivery.
- Champion an inclusive, accessible and customer‑centred experience culture: ensure the service meets accessibility and equality practice standards and role‑model behaviours that uphold organisational values and enhance overall customer trust.
Requirements
- Degree or equivalent work experience.
- Ability to interpret and apply detailed policy rules, eligibility criteria, evidence requirements and operational guidance for scheme policy and guidance.
- Knowledge of data protection, security standards, confidentiality obligations and requirements for accessible and equitable service delivery.
- Understanding of principles of procedural fairness, consistent decision‑making and root‑cause analysis of escalated cases in complaints and appeals processes.
- Familiarity with identifying, tracking and escalating risks, issues and incidents affecting customer service delivery.
Desirable
- Experience of working in public sector organisations, particularly with a central government remit.
- Experience of EU programmes and grant programme delivery, with strong understanding of how large client‑funded grant schemes operate across the full lifecycle.
- Experience in sectors such as UK Higher Education, Adult Education, Youth & Sport, Vocational Education Training, Schools.
- Experience in grant administration or other high‑scrutiny public‑facing services.
- Experience supporting complaint or appeal investigations, including drafting responses or collating evidence.
- Experience working in a contract‑managed environment with clients, auditors or external oversight bodies.
- Experience delivering improvements that reduce avoidable contact, increase right‑first‑time outcomes or enhance customer satisfaction.
- Customer Experience/Service qualification.
Compensation & Work Details
- Contract Duration: Two‑year fixed‑term contract with possibility of extension.
- Pay band: 7.
- Salary: £30,839 gross per annum.
- Location: Belfast, Ireland.
- Right to work in the UK required; British Council does not support or sponsor work visa applications.
Equality, Diversity and Inclusion Statement
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, and 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 deserve to live in safe environments and to be protected from all forms of abuse, maltreatment and exploitation. Appointment to positions with direct involvement in vulnerable groups will be contingent on thorough checks in line with legal requirements and the British Council’s Safeguarding policies for Adults and Children.
E+ Customer Service Manager in Dundonald employer: British Council
The British Council is an exceptional employer, offering a dynamic work environment in Belfast where you can make a meaningful impact on the lives of individuals through education and cultural exchange. With a strong commitment to equality, diversity, and inclusion, employees benefit from a supportive culture that fosters professional growth and development, alongside competitive compensation and a focus on employee well-being. Join us to be part of a team that champions customer experience and contributes to shaping brighter futures globally.
StudySmarter Expert Advice🤫
We think this is how you could land E+ Customer Service Manager in Dundonald
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace E+ Customer Service Manager in Dundonald
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Council:Your cover letter is your chance to shine! Tell us why you want to work at British Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Council!
How to prepare for a job interview at British Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
