E+ Customer Service Manager

Location: Greater London

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.

E + Customer Service Manager Important Information:

Contract Duration:
Two years fixed term contract with a possibility of an extension

Pay band: 7

Salary: £30,839 plus London Market allowance of £3,300

Location:

UK - London Right to Work Requirements:
Right to work in the UK at the time of application. The British Council is not able to support or sponsor work visa applications.

Closing Date:
Applications will close at 23:59 on 29 April 2026 22:59 UK Time We are operating on the basis that any offer is made pending client confirmation of funds.

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.

The Role:

The Customer Experience Manager supports the end‑to‑end delivery of customer service for Erasmus+. The post responds to applicants, beneficiaries, and stakeholders ensuring they receive timely, accurate, and equitable support throughout the grant lifecycle.

Reporting to the Senior Customer Experience, Appeals and Complaints Manager, the role is responsible for day‑to‑day customer experience operations, continuous improvement of contact channels and knowledge assets, and the effective triage and resolution of escalations.

They collaborate closely with the Grants, Compliance and Quality Assurance teams to embed service standards, manage risks, and ensure adherence to client contractual KPIs, regulatory requirements, and organisational values - especially around fairness, accessibility, and data protection.

The post holder uses insight from customer contacts, appeals, and complaints to drive service design improvements, reduce avoidable demand, and enhance outcomes for applicants and stakeholders.

Main accountabilities but not limited to the following:

Successful delivery of day‑to‑day Customer Experience Operations Manage multi‑channel customer contact (phone, email etc) to agreed service levels.

Accountable for team performance against KPIs, performance indicators and customer experience metrics.

Develop detailed knowledge of Erasmus+, its procedures, systems, schedules and contractual standards.

Ensure accurate, consistent advice is provided and that customer interactions meet quality and compliance standards.

Ensure adherence to British Council customer service standards, EC requirements and Key Performance Indicators.

Ensure customers are supported to comply with Erasmus+ regulations.

Maintain Quality, Compliance and Risk Controls Embed and maintain quality assurance processes, calibration, and knowledge management across the service.

Identify and manage operational risks, ensuring adherence to British Council and Erasmus+ regulations, data protection, accessibility, and safeguarding requirements.

Drive Continuous Improvement and Reduce Avoidable Contact Analyse contact drivers and customer insight to identify improvement opportunities.

Lead small‑scale service enhancements to improve right‑first‑time delivery and customer experience.

Support Change Delivery and Service Readiness Contribute to the rollout of policy updates, system changes, or new processes, ensuring staff readiness and clear communication.

Collaborate with Grants, Compliance, Quality Assurance, Digital, and other internal teams to maintain smooth…