E+ Head of Customer Services, Appeals & Complaints

Pay Band: SMP (9)

Contract Duration: 2 Year Fixed Term Contract with possibility of extension

Location: London, United Kingdom

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 Friday 1 May at 21:59 UK Time

Role purpose

Reporting to the Deputy National Agency Director, the Head of Erasmus+ Customer Experience, Appeals & Complaints leads and continuously improves the end‑to‑end experience for all Erasmus+ customers. The role ensures fair, transparent, high‑quality service across customer support, appeals, and complaints, while maintaining compliance, programme integrity, and customer trust. The postholder acts as the senior authority on complex cases and uses insight to drive service and process improvement.

Main Accountabilities

• Strategy Development and Leadership: Lead customer experience, appeals, and complaints teams. Define the end‑to‑end customer experience vision, standards, and KPIs. Map customer journeys, set service standards, and establish governance and escalation frameworks.
• Appeals & Complaints Oversight: Oversee fair, timely, and evidence‑based handling of appeals and complaints. Act as senior decision‑maker for complex or sensitive cases.
• Compliance, Assurance, Service performance & quality: Ensure compliance with funder, regulatory, and organisational requirements. Monitor performance, risks, and trends, providing assurance and improvement actions.
• Customer Insight & Continuous Improvement: Use feedback and case data to identify issues and improve policy, guidance, communications, and delivery.
• Stakeholder & Client Engagement: Act as senior contact for funders and collaborate internally to strengthen the customer journey.
• Risk & Issue Management: Manage risks related to customer experience, case handling, and reputation, ensuring robust decision records and audit readiness.
• Team Leadership & Development: Building specialist teams: Customer service/experience excellence, appeals officers and complaints investigators.

Minimum/essential

• Demonstrable experience operating in a regulated, high-risk, or publicly accountable environment.
• Sensitive communication: Clear, empathetic, plain language decision communications; deescalation; explaining complex decisions.
• Crisis & incident comms: Handling spikes, adverse findings, or media interest with transparency and control working in close collaboration with marketing and communications teams.
• Building specialist teams: Customer service/experience excellence, appeals officers and complaints investigators.

Desirable

• Experience working with education, youth, or cultural engagement sectors.
• Experience of working on Erasmus+ or large, complex, client funded grant programmes.

Language Requirements

The British Council systems and global processes operate in English. Written and verbal fluency in English is required.

Education

Degree or equivalent work experience.

Professional Qualification and Certification

Related professional qualification/certification.

Background Checks

Initial and continuing employment with the British Council is subject to an annual background check. The job undertaken defines the nature of check(s) and assessment applied.

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 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.