E+ Customer Experience Officer

British Council; Cardiff; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

The British Council is seeking a customer-focused professional to join the Erasmus+ Customer Experience team in a hybrid role across Cardiff and Belfast. You will be the first point of contact for applicants and beneficiaries, delivering high-quality information via phone, email and digital channels, while maintaining records and handling enquiries with a professional, fair approach.

The role requires experience in customer service, excellent communication skills, attention to detail, and a

Qualifications

• Experience providing customer service or customer support.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to maintain accurate records.
• Ability to manage multiple enquiries efficiently and professionally.
• Strong organisational skills and ability to prioritise workload.
• Understanding of confidentiality, data protection and information security principles.
• Ability to remain calm and professional when dealing with challenging situations.
• Competent user of Microsoft Office applications and other digital systems.
• Ability to communicate effectively in Welsh, both verbally and in writing (Wales roles only).
• Experience in grant administration or other public-facing services.
• Experience working within education, public sector or regulated environments.
• Knowledge of Erasmus+ or similar programmes.

Responsibilities

• Act as the first point of contact for customer enquiries across phone, email and digital channels.
• Provide accurate information and guidance in line with programme policies and service standards.
• Resolve straightforward issues promptly and elevate more complex cases when required.
• Maintain accurate records, case notes and customer information within internal systems.
• Ensure compliance with data protection, confidentiality and information governance requirements.
• Capture customer feedback and identify recurring themes or service improvements.
• Support colleagues across customer experience, complaints and appeals functions.
• Deliver a professional, fair and customer-centred service that promotes trust and confidence in the programme.

Skills

Customer service

Communication

Attention to detail

Multitasking

Organisational skills

Data protection

Calm under pressure

MS Office

Welsh language

Grant administration

Public sector experience

Erasmus+ knowledge

Education

Degree or equivalent

Tools

Microsoft Office

Digital systems

Job description

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

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

Location: Cardiff & Belfast.

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 14 August at 22:59 UK Time

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

Role Purpose:

We are looking for a customer-focused professional to join the Erasmus+ Customer Experience team. As the first point of contact for applicants, beneficiaries and stakeholders, you will provide high-quality support across phone, email and digital channels, ensuring every customer receives a professional, fair and helpful service.

You will provide information and guidance, resolve enquiries, maintain accurate records and elevate complex issues appropriately. Working closely with colleagues across the customer experience, appeals and complaint’s function, you will help deliver an efficient, transparent and customer-centred service.

Main Responsibilities:

• Act as the first point of contact for customer enquiries across phone, email and digital channels.
• Provide accurate information and guidance in line with programme policies and service standards.
• Resolve straightforward issues promptly and elevate more complex cases when required.
• Maintain accurate records, case notes and customer information within internal systems.
• Ensure compliance with data protection, confidentiality and information governance requirements.
• Capture customer feedback and identify recurring themes or service improvements.
• Support colleagues across customer experience, complaints and appeals functions.
• Deliver a professional, fair and customer-centred service that promotes trust and confidence in the programme.

Role Specific Knowledge & Experience:

• Experience providing customer service or customer support.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to maintain accurate records.
• Ability to manage multiple enquiries efficiently and professionally.
• Strong organisational skills and ability to prioritise workload.
• Understanding of confidentiality, data protection and information security principles.
• Ability to remain calm and professional when dealing with challenging situations.
• Competent user of Microsoft Office applications and other digital systems.
• Ability to communicate effectively in Welsh, both verbally and in writing (Wales roles only).
• Experience in grant administration or other public-facing services.
• Experience working within education, public sector or regulated environments.
• Knowledge of Erasmus+ or similar programmes.

Specific Requirements

• Degree or equivalent work experience.
• Written and verbal proficiency in English.
• Ability to work effectively within a hybrid working environment.