Erasmus+ Appeals & Complaints Lead (Hybrid)

British Council; Greater London; Hybrid; GBP 29,000 - 36,000; Full time

Job summary

British Council in London Stratford is seeking an Erasmus+ Appeals and Complaints Manager to lead the day-to-day delivery of the appeals and complaints function within the Erasmus+ UK National Agency. You will oversee investigations, ensure fair and evidence-based outcomes, and provide leadership across the team.

Working with cross-functional teams, you will analyse data, drive quality assurance, and maintain auditable records while upholding data protection and confidentiality requirements.

Qualifications

• Experience managing appeals, complaints, investigations, formal casework or other structured review and resolution processes.
• Experience overseeing complex, sensitive or high-risk cases and ensuring outcomes are fair, evidence-based and consistent.
• Experience supervising, managing or developing staff, including allocating workloads, setting objectives and providing coaching and support.
• Experience interpreting and applying policies, procedures, guidance and decision-making frameworks to support robust and defensible outcomes.
• Experience implementing or overseeing quality assurance activities to ensure consistency, accuracy and compliance in case handling.
• Experience analysing casework, complaints or customer insight data to identify trends, root causes and opportunities for service improvement.
• Experience producing management information, performance reports or operational insight to support decision-making and service management.
• Experience identifying, managing and escalating operational, procedural or reputational risks.
• Experience working collaboratively with multiple stakeholders to support investigations, resolve issues and deliver effective outcomes.
• Ability to maintain confidentiality and ensure compliance with data protection, information governance and information security requirements.

Responsibilities

• Overseeing the management of appeals and complaints, ensuring cases are acknowledged, investigated and resolved in accordance with published procedures and service standards.
• Managing appeals and complaints caseloads, allocating workloads effectively and monitoring performance to ensure timely resolution.
• Providing oversight and direction on investigations, ensuring evidence is appropriately gathered, reviewed and assessed, and outcomes are fair, consistent and evidence-based.
• Acting as the escalation point for complex, sensitive or high-risk cases, reviewing and approving investigation findings, recommendations and outcomes where required.
• Ensuring clear, timely and professional communication with appellants and complainants throughout the case lifecycle.
• Maintaining accurate, complete and auditable case records, ensuring compliance with data protection, information governance and reporting requirements.
• Overseeing quality assurance processes, ensuring consistent application of appeals and complaints procedures and compliance with programme policies and service standards.
• Analysing appeals and complaints data, identifying trends and recurring issues, and leading recommendations for service and process improvements.
• Working collaboratively with Customer Experience, Operational Delivery, Grants, Compliance and other National Agency teams to support effective investigations and case resolution.
• Providing line management, coaching and development to Appeals and Complaints Officers, setting objectives, monitoring performance and promoting consistent case handling.
• Producing management information and performance reports to support operational decision-making, risk management and continuous improvement.
• Upholding fairness, transparency, confidentiality and impartiality in all appeals and complaints activities to maintain trust and confidence in the Erasmus+ UK National Agency.

Skills

Appeals management

Investigations

Staff supervision

Policy interpretation

Data protection

Case management

Education

Degree or equivalent work experience

Tools

MS Office

Case management software

CRM systems

Job description

British Council in London Stratford is seeking an Erasmus+ Appeals and Complaints Manager to lead the day-to-day delivery of the appeals and complaints function within the Erasmus+ UK National Agency. You will oversee investigations, ensure fair and evidence-based outcomes, and provide leadership across the team.

Working with cross-functional teams, you will analyse data, drive quality assurance, and maintain auditable records while upholding data protection and confidentiality requirements.