Customer Experience Officer

Role Overview

The British Council is seeking a customer-focused professional to join the Erasmus+ Customer Experience team. The successful candidate will provide high-quality support across phone, email, and digital channels, ensuring every customer receives a professional, fair, and helpful service.

What You Will Do

Provide information and guidance, resolve enquiries, maintain accurate records, and escalate complex issues appropriately. Work closely with colleagues across the customer experience, appeals, and complaint’s function to deliver an efficient, transparent, and customer-centred service.

Why It Might Be a Fit

The ideal candidate will have experience providing customer service or customer support, excellent verbal and written communication skills, and strong attention to detail. They will be able to manage multiple enquiries efficiently and professionally, and remain calm and professional when dealing with challenging situations.

Requirements

• 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)
• Degree or equivalent work experience
• Written and verbal proficiency in English
• Ability to work effectively within a hybrid working environment

Benefits

• Salary: £28,072 gross per annum
• Contract Duration: 2 Year Fixed Term Contract with possibility of extension
• Hybrid working environment
• Opportunity to work on the Erasmus+ programme