Erasmus+ Appeals & Complaints Lead (Hybrid)

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

Benefits offered by this job

Hybrid working

Job summary

The Erasmus+ Appeals and Complaints Manager at the British Council leads daily operations for appeals and complaints within the Erasmus+ UK National Agency. You will oversee investigations, ensure fair and evidence-based decisions, and provide leadership across operations, grants, and compliance teams.

This hybrid Stratford-based role requires strong policy interpretation and stakeholder collaboration. You will manage workloads, mentor staff, produce MI, and drive continuous improvement while

Qualifications

• Experience managing appeals, complaints, investigations, or formal casework.
• Experience handling high-risk or sensitive cases with fair, evidence-based outcomes.
• Experience supervising staff, setting objectives and coaching.
• Experience interpreting policies and ensuring defensible outcomes.

Responsibilities

• Overseeing management of appeals and complaints in line with procedures and service standards.
• Allocating workloads and monitoring performance for timely resolution.
• Directing investigations, ensuring evidence gathering, review and fair outcomes.
• Escalating complex cases and approving investigation findings and recommendations.
• Maintaining clear, timely communication with appellants and complainants throughout the case lifecycle.
• Ensuring compliant case records, data protection and reporting requirements.
• Leading quality assurance to ensure consistent application of procedures.
• Analysing data to identify trends and opportunities for service improvement.
• Collaborating with multiple teams to support effective investigations and case resolution.

Skills

Appeals management

Investigations

People management

Policy interpretation

Data analysis

Education

Degree or equivalent work experience

Tools

Case management software

CRM systems

MS Office (Word/Excel/Outlook/Teams)

Job description

The Erasmus+ Appeals and Complaints Manager at the British Council leads daily operations for appeals and complaints within the Erasmus+ UK National Agency. You will oversee investigations, ensure fair and evidence-based decisions, and provide leadership across operations, grants, and compliance teams.

This hybrid Stratford-based role requires strong policy interpretation and stakeholder collaboration. You will manage workloads, mentor staff, produce MI, and drive continuous improvement while