At a Glance
- Tasks: Lead customer experience operations for the Erasmus+ programme and ensure top-notch support.
- Company: Join the British Council, a global leader in education and cultural exchange.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with a commitment to safeguarding and equality.
- Why this job: Make a real difference by enhancing customer experiences across international programmes.
- Qualifications: Experience in customer service management and strong communication skills required.
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. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.
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.
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.
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.
- 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.
- Degree or equivalent work experience.
- Written and verbal proficiency in English.
- Ability to work effectively within a hybrid working environment.
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 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.
E+ Customer Experience Manager employer: British Council
The British Council is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and development. With a commitment to equality, diversity, and inclusion, the organisation provides meaningful opportunities for staff to engage in impactful work across the globe, particularly within the Erasmus+ programme. Employees benefit from a hybrid working model, competitive salary, and the chance to contribute to international education and cultural exchange, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land E+ Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in your field, especially those connected to the British Council or Erasmus+. A quick chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience. Think about how you can showcase your skills in managing escalated cases and leading teams. We want to see your passion for delivering outstanding service!
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples where you've improved customer service or handled complex issues. This is your chance to shine and demonstrate your fit for the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their applications.
We think you need these skills to ace E+ Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Erasmus+ Customer Experience Manager. We want to see how you can contribute to our mission of building connections and trust!
Showcase Your Skills:Don’t forget to emphasise your customer service skills and any experience managing teams or handling escalated cases. We’re looking for someone who can lead and inspire, so let us know how you’ve done that in the past!
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences. Remember, clarity is key!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets into the right hands quickly. We can’t wait to hear from you!
How to prepare for a job interview at British Council
✨Know Your Customer Experience Stuff
Make sure you brush up on your customer experience knowledge, especially in relation to the Erasmus+ programme. Understand the key challenges and opportunities in managing customer service operations, as well as the importance of KPIs. This will show that you're not just familiar with the role but genuinely interested in making a difference.
✨Showcase Your Leadership Skills
Since this role involves managing and coaching a team, be prepared to discuss your leadership style and past experiences. Think of specific examples where you've successfully led a team or improved performance. Highlight how you can inspire and develop others to achieve their best.
✨Prepare for Complex Scenarios
Expect questions about handling escalated customer issues or complaints. Prepare some real-life examples where you've navigated tricky situations effectively. This will demonstrate your problem-solving skills and ability to maintain composure under pressure.
✨Understand the Bigger Picture
Familiarise yourself with the British Council's mission and values, especially around building connections and trust. Be ready to discuss how your role as an Erasmus+ Customer Experience Manager fits into this vision. Showing that you align with their goals will make you a more attractive candidate.
