E+ Appeals & Complaints Officer

British Council; Greater London; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Hybrid working (London)

London Market Allowance

Job summary

The Erasmus+ Appeals and Complaints Officer at the British Council sits within the Erasmus+ Customer Experience Team, administering appeals and complaints for the UK National Agency. You will log, investigate, track and resolve cases in line with procedures and service standards, maintaining fairness and professionalism.

You will support a transparent and responsive service, ensuring efficient case management, clear communications, and evidence-based decisions in collaboration with the Appeals

Qualifications

• Strong attention to detail when recording case notes, updating systems and maintaining accurate records.
• Ability to follow data protection, confidentiality and information security requirements.
• Experience managing cases, investigations, complaints, appeals or other structured administrative processes.
• Ability to gather, organise and evaluate information from multiple sources to support investigations and case resolution.
• Ability to prepare clear, accurate and professional written correspondence and case documentation.
• Ability to interpret and apply procedures, guidance and policies consistently, seeking support where appropriate.
• Ability to identify recurring themes, root causes and opportunities for service improvement arising from casework.

Responsibilities

• Acting as the first point of contact for assigned appeals and complaints, ensuring cases are acknowledged and progressed in accordance with published procedures and service standards.
• Managing a portfolio of appeals and complaints cases, ensuring actions and communications are completed within agreed timescales and cases progress efficiently to resolution.
• Providing clear, timely and professional updates to appellants and complainants throughout the case lifecycle.
• Gathering, reviewing and organising evidence from programme systems, internal teams and relevant stakeholders to support investigations and case resolution.
• Analysing evidence, identifying relevant facts and making recommendations on case outcomes in line with programme policies, procedures and guidance.
• Drafting case summaries, investigation findings, outcome letters and other correspondence for review by the Appeals and Complaints Manager.
• Identifying and escalating complex, sensitive or high-risk cases, including those with potential reputational implications.
• Maintaining complete, accurate and auditable case records within designated case management systems, ensuring compliance with data protection, confidentiality and information governance requirements.
• Applying appeals and complaints procedures consistently and fairly, ensuring compliance with programme policies, service standards and quality requirements.
• Supporting quality assurance activities by maintaining clear documentation and audit trails for all decisions and actions.
• Capturing customer feedback, recurring issues and emerging themes from appeals and complaints, and contributing to recommendations for service and process improvements.
• Collaborating with Customer Experience, Operational Delivery and other National Agency teams to support effective investigations, timely resolution and continuous improvement.
• Ensuring all cases are handled impartially, professionally and respectfully, upholding fairness, transparency and confidentiality to maintain trust in the Erasmus+ UK National Agency.

Skills

Attention to detail

Data protection

Case management

Investigation

Written communication

Prioritisation

Calm under pressure

Education

Degree or equivalent work experience

Customer Service qualification

Tools

Word

Excel

Case management software

Job description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

We work with people in over 150 countries and reach over 700 million people.

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 / G

Salary: £28,072 gross per annum. Plus £3,300 London Market Allowance if you are based in the London area only

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

Location: Stratford, London, UK (Hybrid)

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 9th November 2026 at 23:59 UK Time

We are operating on the basis that any offer is made pending client confirmation of funds.

Role Purpose:

The Erasmus+ Appeals and Complaints Officer sits within the Erasmus+ Customer Experience Team and is responsible for administering appeals and complaints received by the Erasmus+ UK National Agency. The role ensures cases are logged, investigated, tracked and resolved in line with published procedures and service standards, maintaining high levels of fairness, consistency and professionalism throughout the process.

You will support the delivery of a transparent and responsive appeals and complaints service, ensuring that cases are managed efficiently, communications are clear and professional, and decisions are supported by appropriate evidence. Working closely with the Appeals and Complaints Manager and other National Agency teams, you will help build trust in the programme and identify opportunities for continuous service improvement.

Main Responsibilities:

• Acting as the first point of contact for assigned appeals and complaints, ensuring cases are acknowledged and progressed in accordance with published procedures and service standards.
• Managing a portfolio of appeals and complaints cases, ensuring actions and communications are completed within agreed timescales and cases progress efficiently to resolution.
• Providing clear, timely and professional updates to appellants and complainants throughout the case lifecycle.
• Gathering, reviewing and organising evidence from programme systems, internal teams and relevant stakeholders to support investigations and case resolution.
• Analysing evidence, identifying relevant facts and making recommendations on case outcomes in line with programme policies, procedures and guidance.
• Drafting case summaries, investigation findings, outcome letters and other correspondence for review by the Appeals and Complaints Manager.
• Identifying and escalating complex, sensitive or high-risk cases, including those with potential reputational implications.
• Maintaining complete, accurate and auditable case records within designated case management systems, ensuring compliance with data protection, confidentiality and information governance requirements.
• Applying appeals and complaints procedures consistently and fairly, ensuring compliance with programme policies, service standards and quality requirements.
• Supporting quality assurance activities by maintaining clear documentation and audit trails for all decisions and actions.
• Capturing customer feedback, recurring issues and emerging themes from appeals and complaints, and contributing to recommendations for service and process improvements.
• Collaborating with Customer Experience, Operational Delivery and other National Agency teams to support effective investigations, timely resolution and continuous improvement.
• Ensuring all cases are handled impartially, professionally and respectfully, upholding fairness, transparency and confidentiality to maintain trust in the Erasmus+ UK National Agency.

Role Specific Knowledge & Experience:

Essential

• Strong attention to detail when recording case notes, updating systems and maintaining accurate records.
• Ability to follow data protection, confidentiality and information security requirements.
• Experience managing cases, investigations, complaints, appeals or other structured administrative processes.
• Ability to gather, organise and evaluate information from multiple sources to support investigations and case resolution.
• Ability to prepare clear, accurate and professional written correspondence and case documentation.
• Ability to interpret and apply procedures, guidance and policies consistently, seeking support where appropriate.
• Ability to identify recurring themes, root causes and opportunities for service improvement arising from casework.
• Understanding of how complaints and appeals data can be used to improve service quality and programme delivery.
• Ability to manage competing priorities and meet deadlines across multiple cases.
• Competent with common office software (e.g. Word, Excel) and comfortable learning new systems and tools.
• Commitment to delivering a fair, transparent, consistent and evidence-based service.
• Ability to remain calm, objective and professional when dealing with sensitive, contentious or emotionally charged situations.

Desirable

• Experience handling complaints, appeals or formal casework.
• Experience in grant administration or other high-scrutiny public-facing services.
• Experience working within an education, public sector or regulated environment.
• Experience using case management or customer relationship management systems.
• Understanding of administrative review, complaints handling or dispute resolution processes.

Specific Requirements

• Degree or equivalent work experience.
• Customer Service, Customer Experience, Complaints Handling or equivalent professional qualification.

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.

#LI-Hybrid

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and we 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 and 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 live in safe environments and have the right 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.

If you experience any difficulties with submitting your application, please email [e-mail]