E+ Appeals & Complaints Manager
Core
Lead the day-to-day delivery of the Erasmus+ UK National Agency Appeals and Complaints function, ensuring fair, consistent, and transparent resolution of cases.
Role type
Senior Appeals and Complaints Manager
Builds
Trust and confidence in the Erasmus+ UK National Agency through effective dispute resolution and service improvement.
Domain
Public sector / International education exchange (Erasmus+)
Deliverable
client delivery
Required skills
Appeals and complaints management, caseload allocation, investigation oversight, staff supervision, policy interpretation, data analysis, risk management, stakeholder collaboration, data protection compliance, office software proficiency
Preferred skills
Public sector or regulatory environment experience, grant administration, CRM systems, audit/regulator engagement, service improvement initiatives
Responsibilities
Oversee management of appeals and complaints ensuring adherence to procedures; Manage caseloads and monitor performance for timely resolution; Provide oversight on investigations ensuring evidence-based outcomes; Act as escalation point for complex or high-risk cases; Maintain accurate and auditable case records; Produce management information and performance reports; Provide line management and coaching to Appeals and Complaints Officers
Seniority
Senior, hands-on IC with leadership responsibilities