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: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to equality and safeguarding.
- Why this job: Make a real difference by enhancing customer experiences across international education initiatives.
- 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 with people in over 200 countries and territories, we are on the ground in more than 100 countries.
About the British Council
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. We work with people in over 100 countries, supporting peace and prosperity by building connections, understanding and trust.
Erasmus+ Statement
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.
Purpose of the Role
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.
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.
Role Specific Knowledge & Experience
- Essential: Experience managing customer service or customer 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 compliance, risk management and data protection requirements.
- Ability to interpret policies, guidance and operational procedures and 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 Requirements
- Degree or equivalent work experience.
- Written and verbal proficiency in English.
- Ability to work effectively within a hybrid working environment.
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.
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 live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation.
E+ Customer Experience Manager in London employer: British Council
The British Council is an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation across the UK and beyond. With a strong commitment to employee development, you will have access to numerous growth opportunities while contributing to meaningful projects that promote cultural exchange and understanding. Our hybrid working model supports a healthy work-life balance, making it an ideal place for those passionate about making a positive impact in the world.
StudySmarter Expert Advice🤫
We think this is how you could land E+ Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your field, especially those connected to the British Council or Erasmus+. A casual chat can lead to opportunities you wouldn't find on job boards.
✨Tip Number 2
Prepare for interviews by researching the British Council's values and recent projects. Show us how your experience aligns with their mission of building connections and trust across borders.
✨Tip Number 3
Practice your communication skills! As a Customer Experience Manager, you'll need to convey information clearly and empathetically. Mock interviews with friends can help you nail this.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team at the British Council.
We think you need these skills to ace E+ Customer Experience Manager in London
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. Use keywords from the job description to show we’re on the same page!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Share specific examples of how you’ve managed customer service operations or handled complex issues in the past. We love seeing real-life applications of your talents.
Be Clear and Concise:Keep your writing clear and to the point. Avoid jargon and make sure your application is easy to read. We appreciate straightforward communication, especially when it comes to customer experience!
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 and shows us you’re keen to join our team!
How to prepare for a job interview at British Council
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience management, especially in the context of Erasmus+. Brush up on how to handle complex customer issues and what KPIs are relevant. This will show that you're not just familiar with the role but also passionate about delivering outstanding service.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've successfully managed stakeholders in previous roles. The British Council values strong communication skills, so be ready to discuss how you've built relationships and resolved conflicts. This will demonstrate your ability to work collaboratively across teams.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations related to customer complaints or escalated cases. Think through your problem-solving approach and how you would ensure compliance with policies while maintaining a positive customer experience. Practising these scenarios can give you a leg up.
✨Research the British Council's Values
Familiarise yourself with the British Council's mission and values, particularly around equality, diversity, and inclusion. Be prepared to discuss how these principles resonate with you and how you can contribute to creating a more connected and trusted world through your role.
