Erasmus+ Customer Experience Advisor

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 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