Customer Service and Events Consultant

☞ British Council

View: 107

Update day: 01-06-2024

Location: Cardiff Wales

Category: Consulting / Customer Service

Industry: Non-profit NGO

Job type: Contract

Salary: £26,934 a year

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Job content

Date:02-Sep-2021

Location: Cardiff, UKM, GB

Company:British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Customer Service & Events Manager.

Pay band: 7
Salary: £26,934 per annum, plus British Council benefits such as 32 days annual leave.
Location: Cardiff, Wales (The UK Only).
Department: Erasmus+, Education.
Contract type: FTC until 31st March 2022.
Closing Date: 16th September 2021 at 23:59 UK Time.


The Context:

The Education and Society Strategic Business Unit (SBU) is one of 3 SBUs in the British Council (the others are Arts and English and Examinations). E&S works with over 230million people.
Our vision is built around broadening horizons and building futures for those individuals we work with directly and indirectly. The core principle of the British Council’s work in Education is ‘Celebrating and promoting international education that makes a positive difference to people’s lives in the UK and globally’.
The Customer Service and Events team deliver a high-quality service tailored to customers’ needs to increase uptake in the programme, train and support applicants as well as to beneficiaries to deliver high quality projects thus building the reputation of Erasmus+, the Turing Scheme and the British Council.


The Turing Scheme provides funding for those individuals undertaking education and training in the UK to go on study or work placements across the world. It affords the opportunity for UK organisations to offer life-changing experiences abroad for their pupils, students, and learners. Funding is open to UK and British Overseas Territories organisations from across the education and training sector, including schools, universities, further education colleges and providers of vocational education and training.
This funding allows organisations to provide students, learners and pupils with the chance to develop new skills, gain vital international experience and boost their employability. They can also develop a wide range of soft skills, language skills and a better understanding of other cultures. Organisations can build relationships with international peers and gain fresh ideas.
The Turing Scheme will contribute to the UK Government’s commitment to a Global Britain, by helping organisations enhance their existing international ties and forge new relationships around the world. The Delivery Partner for the Turing Scheme is a consortium comprising the British Council and Ecorys UK, working on behalf of the Department for Education.

Erasmus+ is a large EU education programme providing funding opportunities for international exchange and linking for all sectors of education, training and youth across Europe and beyond. The programme is worth €940m to the UK over 7 years (2014-2020). The British Council is the UK National Agency for Erasmus+, working in partnership with Ecorys UK. The National Agency and programme activities sit within the Education and Society Strategic Business Unit (SBU), and directly support both our cultural relations objectives and our financial targets.

The National Agency delivers the programme according to an annual Work Programme agreed with the EC, to strict contractual and compliance frameworks, and in the context of annual Key Performance Indicators (KPIs) agreed with BIS. The Erasmus+ National Agency team delivers grants to beneficiaries in all education and training sectors in the UK, across 3 Key Actions or types of activity, plus, as the UK eTwinning National Support Service, the eTwinning online community for schools and a number of smaller EC contracts. The British Council Erasmus+ team has its delivery hub in Cardiff, with smaller numbers of posts located in all other UK offices. This contract is critical in terms of the impact it can deliver and the stakeholder relationships it supports. The Programme also has challenging delivery targets including delivery of substantial savings through the use of technology and process standardisation.


The Opportunity.

Role Purpose:

Reporting to Customer Service and Events Consultant (Senior Consultant), you’ll be responsible for ensuring that the customer service and events delivered by their team is appropriate, efficient and of the highest standards, when benchmarked against external industry practice.

Main Opportunities / Challenges:
  • Managing a team of 3-4 line reports and ensuring they are adequately supported and equipped to perform their duties
  • Providing tailored support to Turing Scheme/Erasmus+ customers and beneficiaries – including regularly updated guidance documents, video tutorials and training events as well as ongoing helpdesk support.
  • Working collaboratively with internal colleagues in various functional teams (including communications, grants, finance, compliance and senior management) to ensure consistency of practice, cross team support and effective inter-team working is at the core of our delivery.
  • Working with customers, beneficiaries and stakeholders from across the formal and non-formal education sectors to understand their needs and expectations and implement changes to the support provided to them accordingly.
  • Working in partnership with our co-Delivery Partner , Ecorys UK, to jointly deliver multiple events each year – from small training seminars to large conferences.
  • Remaining up to date on local, national and international political and educational shifts and trends and adapting the work of the CSE team accordingly


Accountabilities:

Delivery of Customer Service
  • Customer helpdesk: Management of high-quality enquiry handling (email and telephone), complaints and appeals management.
  • Customer guidance: Development of sector specific guidance and FAQs for applicants and grant holders, in line with corporate, EC and DfE guidelines
Delivery of Events and Customer Training
  • Events: Management and coordination of events related to the Turing Scheme, including shaping content, managing suppliers and other delivery partners in line with client requirements and customer service standards
  • Training: Management and coordination of training related to Erasmus+ and the Turing Scheme including shaping content, managing suppliers and other delivery partners

Continuous Professional Development and Networking
  • Ensure development planning and continuous professional development are embedded in own area of work


Requirements of the role:

  • Experience of delivering excellent customer service through a range of media and platforms to diverse audiences
  • Experience of working in and/or an in-depth understanding of one or more of the clients, customers, markets and sectors that are relevant to Erasmus+, which include UK education system – schools and Higher Education,
  • Managed relationships effectively with a variety of stakeholders, including senior managers.


Closing Date: Applications will close at 23:59 on 16th September 2021 UK Time.

Interviews will be held around the beginning of October
You must have the legal right to work in the UK at the time of application

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.


The 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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please emailaskhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

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Deadline: 16-07-2024

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