Erasmus+ Appeals Lead – Case Resolution

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

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