Customer Experience Manager
Core
End-to-end delivery of customer service for the Erasmus+ grant programme, supporting applicants, beneficiaries, and stakeholders throughout the grant lifecycle.
Role type
Customer Experience Manager (Public Sector/Grant Programme)
Builds
Customer support operations, knowledge assets, and service improvements for Erasmus+ participants.
Domain
International education exchange, EU grant programmes, public sector administration.
Deliverable
Dashboards & analysis | client delivery
Required skills
Multi-channel customer contact management, policy interpretation, data protection compliance, risk identification, root-cause analysis, service level monitoring, stakeholder collaboration
Preferred skills
Public sector experience, EU programme knowledge, grant programme delivery, complaint/appeal investigation, contract-managed environment experience, customer experience qualifications
Technologies
Erasmus+ systems, contact management platforms
Responsibilities
Manage multi-channel customer contact to agreed service levels, maintain quality assurance and calibration processes, analyse contact drivers to identify improvement opportunities, contribute to rollout of policy updates and system changes, ensure adherence to EC requirements and KPIs, role-model inclusive and accessible service culture
Seniority
Individual Contributor, operational level