E+ Customer Experience Officer

British Council; City of Edinburgh; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

British Council in Scotland is seeking a customer-focused professional to join the Erasmus+ Customer Experience team. You will be the first point of contact for applicants and stakeholders, providing high-quality support across phone, email and digital channels.

Role involves delivering accurate information, guiding applicants, resolving enquiries, maintaining records and upholding data protection standards.

Qualifications

• Experience providing customer service or support.
• Excellent verbal and written English.
• Strong data protection and confidentiality awareness.
• Ability to handle multiple enquiries professionally.
• Knowledge of Erasmus+ or similar programmes (desirable).

Responsibilities

• Act as first point of contact for enquiries across phone, email and digital channels.
• Provide accurate information and guidance in line with programme policies and service standards.
• Resolve straightforward issues and escalate complex cases when required.
• Maintain accurate records and case notes in internal systems.
• Ensure compliance with data protection and information governance.
• Capture customer feedback and suggest service improvements.
• Support colleagues across customer experience, complaints and appeals.
• Deliver a professional, fair and customer-centred service.

Skills

Customer service

Communication

Attention to detail

Multitasking

Record keeping

Data protection

Microsoft Office

Education

Degree or equivalent work experience

Tools

Microsoft Office

Job description

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.

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

Salary: £28,072 gross per annum

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

Location: Scotland

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 23 October 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 escape 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 escalations 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

Essential

• 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.

Desirable

• Experience in grant administration or other public-facing services.
• Experience working within education, public sector or regulated environments.
• Customer Service or Customer Experience qualification.
• 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.

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.

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 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 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]