{"id":2174390,"url":"https://alion.io/job/british-council-e-customer-experience-officer","title":"E+ Customer Experience Officer","company":{"id":92807,"name":"British Council","domain":"britishcouncil.org","url":"https://alion.io/company/britishcouncil-org","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"B","score":76,"open_postings":28,"ghost_share":0.107,"stale_share":0.607,"repost_share":0.143,"time_to_fill_p50_days":42,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Edinburgh, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":54000,"period":"year","method":"role_country_seniority_unknown","sample_n":213},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-05-14T07:37:25Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-21T12:13:56Z","board_verified":true,"closed_at":null,"days_open":160,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":159},"description":"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.\nWorking with people in over 200 countries and territories, we are on the ground in more than 100 countries.\nWe connect. We inspire.\nThe Department for Education has announced that the British Council is set to take on the role of National Agency for Erasmus+.\nIn 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.\nThe 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.\nPay Band: Grade 6\nSalary: £28,072 gross per annum\nContract Duration: 2 Year Fixed Term Contract with possibility of extension\nLocation: Scotland\nRight to Work Requirements: Current right to work in the UK. The British Council is not able to support or sponsor work visa applications.\nClosing Date: Applications will close on 23 October at 22:59 UK Time\nWe are operating on the basis that any offer is made pending client confirmation of funds.\nRole Purpose:\nWe are looking for a customer-focused professional to join the Erasmus+ Customer Experience team. As the first point of contact for applicants, beneficiaries and stakeholders, you will provide high-quality support across phone, email and digital channels, ensuring every customer receives a professional, fair and helpful service.\nYou will provide information and guidance, resolve enquiries, maintain accurate records and escalate complex issues appropriately. Working closely with colleagues across the customer experience, appeals and complaint’s function, you will help deliver an efficient, transparent and customer-centred service.\nMain Responsibilities:\nAct as the first point of contact for customer enquiries across phone, email and digital channels.\nProvide accurate information and guidance in line with programme policies and service standards.\nResolve straightforward issues promptly and escalate more complex cases when required.\nMaintain accurate records, case notes and customer information within internal systems.\nEnsure compliance with data protection, confidentiality and information governance requirements.\nCapture customer feedback and identify recurring themes or service improvements.\nSupport colleagues across customer experience, complaints and appeals functions.\nDeliver a professional, fair and customer-centred service that promotes trust and confidence in the programme.\nRole Specific Knowledge & Experience:\nEssential\nExperience providing customer service or customer support.\nExcellent verbal and written communication skills.\nStrong attention to detail and ability to maintain accurate records.\nAbility to manage multiple enquiries efficiently and professionally.\nStrong organisational skills and ability to prioritise workload.\nUnderstanding of confidentiality, data protection and information security principles.\nAbility to remain calm and professional when dealing with challenging situations.\nCompetent user of Microsoft Office applications and other digital systems.\nDesirable\nExperience in grant administration or other public-facing services.\nExperience working within education, public sector or regulated environments.\nCustomer Service or Customer Experience qualification.\nKnowledge of Erasmus+ or similar programmes.\nSpecific Requirements\nDegree or equivalent work experience.\nWritten and verbal proficiency in English.\nAbility to work effectively within a hybrid working environment.\nBritish Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.\n#LI-Hybrid\nA connected and trusted UK in a more connected and trusted world.\nEquality, Diversity and Inclusion Statement\nWe are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.\nSafeguarding Statement\nThe British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.\nIf you experience any difficulties with submitting your application, please email ","description_format":"text","description_chars":5729,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Higher Education"],"lifecycle":[{"event":"open","at":"2026-10-09T13:32:26Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-21T06:25:45+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.186,"p_room":0.28,"age_days":159,"expected_fill_days":42,"reasons":["conf:3","stale_co","win:tail","crowd:"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/british-council-e-customer-experience-officer","json_url":"https://alion.io/job/british-council-e-customer-experience-officer.json","meta":{"generated_at":"2026-10-21T13:29:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19104,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":92807},"rest":"https://alion.io/mcp/rest/get_company?id=92807"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbritish-council-e-customer-experience-officer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbritish-council-e-customer-experience-officer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbritish-council-e-customer-experience-officer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/british-council-e-customer-experience-officer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbritish-council-e-customer-experience-officer"}]}