E+ Customer Experience Officer

Welsh-language advert below/ Hysbyseb swydd Gymraeg isod

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.

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.

Pay Band: Grade 6

Salary: £25,520 gross per annum 

Contract Duration: 2 Year Fixed Term Contract with possibility of extension

Location: Cardiff & Belfast.

Right to Work Requirements: Current right to work in the UK. The British Council is not able to support or sponsor work visa applications.

Closing Date: Applications will close on 14 August at 22:59 UK Time

We are operating on the basis that any offer is made pending client confirmation of funds.

Role Purpose:

We 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.

You 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.

Main 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 escalate 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.

Role Specific Knowledge & Experience:

Essential                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         

• 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).

Desirable

• Experience in grant administration or other public-facing services.
• Experience working within education, public sector or regulated environments.
• Customer Service or Customer Experience qualification.
• Knowledge of Erasmus+ or similar programmes.

Specific Requirements

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

A Welsh-language version of the role profile is available on request.

British 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. 
#LI-Hybrid  

Teitl y Rôl: Swyddog Gwasanaeth Cwsmeriaid ar gyfer Rhaglen Erasmus+ 

Rydym yn cefnogi heddwch a ffyniant drwy feithrin cysylltiadau, dealltwriaeth ac ymddiriedaeth rhwng pobl yn y DU a gwledydd ledled y byd. Ers 90 mlynedd rydym wedi bod yn helpu i lunio dyfodol mwy disglair drwy addysg, y celfyddydau, diwylliant, iaith, a chreadigrwydd.

Rydym yn gweithio gyda phobl mewn dros 200 o wledydd a thiriogaethau, ac ar lawr gwlad mewn dros 100 o wledydd.

Yn cysylltu. Yn ysbrydoli.

Mae Adran Addysg Llywodraeth y DU wedi cyhoeddi mai’r British Council fydd yn gweithredu fel yr Asiantaeth Genedlaethol ar gyfer rhaglen Erasmus+.

Ym mis Rhagfyr, daeth y Deyrnas Unedig a’r Undeb Ewropeaidd i gytundeb gwleidyddol y byddai’r DU yn ail ymuno â chynllun Erasmus+ yn 2027. Mae'r cytundeb hwnnw bellach wedi'i ffurfioli’n gyfreithiol dan Gytundeb Masnach a Chydweithrediad yr UE a’r DU.

Mae gan y British Council ymrwymiad ers tro byd i gefnogi cyfnewid rhyngwladol. Bu’n un o bartneriaid arweiniol Asiantaeth Genedlaethol Erasmus+ yn y DU rhwng 2014 a 2020. Yn ystod y cyfnod hwnnw, gwnaeth Erasmus+ gyfraniad arwyddocaol i gysylltiadau diwylliannol y DU, gan ariannu 8,091 o brosiectau, gyda 583,757 o drigolion y DU yn cymryd rhan, a chan ddyfarnu tua €1.1 biliwn i sefydliadau yn y DU.

Band Cyflog: Gradd 6

Cyflog: £25,520  gros y flwyddyn

Hyd y cytundeb: Cytundeb Cyfnod Penodol o 2 Flynedd, gyda phosibilrwydd o estyniad

Lleoliad: Caerdydd a Belfast

Gofynion Hawl i Weithio: Hawl gyfredol i weithio yn y DU. Nid yw’r British Council yn gallu cefnogi ceisiadau am fisas gwaith.

Dyddiad Cau i geisiadau: 14 Awst am 22:59 (amser y DU)

Rydym yn gweithredu ar y sail bod unrhyw gynnig swydd yn amodol ar gadarnhad gan y cleient fod cyllid ar gael ganddynt.

Pwrpas y Rôl:

Rydym yn chwilio am weithiwr proffesiynol sy'n blaenoriaethu'r cwsmer i ymuno â thîm Profiad Cwsmeriaid Erasmus+. Byddwch yn bwynt cyswllt cyntaf i ymgeiswyr, cyfranogwyr, a rhanddeiliaid, gan gynnig cefnogaeth o ansawdd uchel ar y ffôn a thrwy e-bost a'n sianeli digidol i sicrhau bod pob cwsmer yn derbyn gwasanaeth proffesiynol, teg a defnyddiol.

Byddwch yn darparu gwybodaeth a chanllawiau, delio ag ymholiadau a'u datrys, cadw cofnodion cywir, ac uwchgyfeirio materion cymleth mewn modd priodol. Byddwch yn gweithio'n agos â chydweithwyr yn ein tîm profiad cwsmeriaid, apeliadau a chwynion, gan helpu i ddarparu gwasanaeth effeithlon a thryloyw sy'n canolbwyntio ar y cwsmer.

Prif Gyfrifoldebau:

• Bod yn bwynt cyswllt cyntaf ar gyfer ymholiadau gan gwsmeriaid ar y ffôn a thrwy e-bost a sianeli digidol.
• Darparu gwybodaeth a chyfarwyddyd yn unol â pholisiau a safonau gwasanaeth y rhaglen.
• Datrys materion syml cyn gynted â phosibl ac uwchgyfeirio materion mwy cymleth lle bo angen.
• Cadw cofnodion, nodiadau achos, a gwybodaeth cwsmeriaid cywir o fewn ein systemau mewnol.
• Sicrhau cydymffurfiaeth â gofynion llywodraethiant diogelu data, cyfrinachedd, a gwybodaeth.
• Casglu adborth gan gwsmeriaid a nodi materion sy'n codi'n gyson a chyfleoedd i wella'r gwasanaeth.
• Cefnogi cydweithwyr ar draws ystod swyddogaethau ein gwasanaeth cwsmeriaid, apeliadau a chwynion
• Darparu gwasanaeth proffesiynol a theg sy'n canolbwyntio ar y cwsmer a meithrin ymddiriedaeth a hyder yn y rhaglen.

Gwybodaeth a Phrofiad Penodol i'r Rôl:

Hanfodol                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         

• Profiad o ddarparu gwasanaeth cwsmeriaid neu wasanaeth cefnogi cwsmeriaid.
• Sgiliau cyfathrebu llafar ac ysgrifenedig rhagorol.
• Gallu rhoi sylw gofalus i fanylion, ac yn gallu cadw cofnodion cywir.
• Gallu ymdrin â nifer o wahanol ymholiadau'n effeithlon a phroffesiynol.
• Sgiliau trefnu cadarn a'r gallu i flaenoriaethu llwyth gwaith.
• Dealltwriaeth o egwyddorion cyfrinachedd, diogelu data, a diogelu gwybodaeth.
• Gallu delio â sefyllfaoedd heriol mewn modd pwyllog a phroffesiynol.
• Yn hyderus wrth ddefnyddio adnoddau Microsoft Office a systemau digidol eraill.
• Gallu cyfathrebu'n effeithiol yn Gymraeg - ar lafar ac yn ysgrifenedig (ar gyfer rolau yng Nghymru'n unig).

Dymunol

• Profiad o weinyddu grantiau neu ddarparu gwasanaethau cyhoeddus tebyg.  
• Profiad o weithio o fewn y sector addysg, y sector cyhoeddus, neu amgylcheddau rheoledig.
• Cymhwysedd Gwasanaeth Cwsmeriaid neu Brofiad Cwsmeriaid.
• Gwybodaeth am Erasmus+ neu raglenni tebyg.

Gofynion Penodol

• Gradd neu brofiad gwaith cyfatebol.
• Hyfedredd llafar ac ysgrifenedig yn y Saesneg.
• Gallu gweithio'n effeithiol mewn amgylchedd gwaith hybrid.

Mae’r British Council yn cefnogi dulliau newydd o weithio (fel gweithio hybrid), yn amodol ar gymeradwyaeth lawn gan y rheolwyr llinell ac ar ein gallu i ddarparu lefel briodol o wasanaeth. Efallai na fydd hyn yn briodol ar gyfer pob rôl, ond gellir trafod y posibiliadau mewn cyfweliad

Teyrnas Unedig gysylltiedig a dibynadwy mewn byd sy'n fwy cysylltiedig a dibynadwy.

Datganiad Cydraddoldeb, Amrywiaeth a Chynhwysiant

Rydym wedi ymrwymo i gydraddoldeb, amrywiaeth a chynhwysiant ac yn croesawu ceisiadau o bob rhan o'r gymuned, gan ein bod yn credu fod gweithlu amrywiol yn rhoi mwy o ddyfnder i'n gwaith. Mae'r Cyngor Prydeinig yn Gyflogwr Hyderus o ran Anabledd. Mae'r cynllun Hyderus o ran Anabledd yn helpu i herio agweddau, cynyddu dealltwriaeth o anabledd, a sicrhau bod staff yn cael eu dewis o'r gronfa dalent ehangaf bosibl. Rydym yn gwarantu cyfweliad i ymgeiswyr anabl sy'n bodloni gofynion sylfaenol y rôl. Rydym yn hapus i drafod unrhyw ofynion neu addasiadau penodol sydd eu hangen i'ch galluogi i gymryd rhan yn ein gwaith a’n gweithgareddau.

Datganiad Diogelu

Mae’r British Council wedi ymrwymo i ddiogelu plant, pobl ifanc ac oedolion rydym yn gweithio gyda nhw. Rydym yn credu fod pob plentyn ac oedolyn ym mhob rhan o'r byd yn haeddu byw mewn amgylchedd diogel, a bod hawl ganddynt i gael eu hamddiffyn rhag unrhyw fath o niwed, camdriniaeth neu gamfanteisio, fel y nodir yn Erthygl 19 o Gonfensiwn y Cenhedloedd Unedig ar Hawliau’r Plentyn (CCUHP) 1989.

Bydd penodiadau i swyddi lle mae cysylltiad uniongyrchol â grwpiau agored i niwed yn amodol ar wiriadau trylwyr yn unol â gofynion cyfreithiol ac â pholisiau Diogelu Oedolion a Phlant y British Council.

Os cewch unrhyw anawsterau wrth gyflwyno'ch cais, anfonwch e-bost atom yma:  askhr@britishcouncil.org

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

Equality, Diversity and Inclusion Statement

We 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.

Safeguarding Statement

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org