E+ Appeals & Complaints Officer
Core
Administering appeals and complaints for the Erasmus+ UK National Agency, ensuring cases are logged, investigated, tracked, and resolved in line with published procedures and service standards.
Role type
Appeals and Complaints Officer
Builds
Transparent and responsive appeals and complaints service for Erasmus+ participants and organizations
Domain
Public sector / International education exchange
Deliverable
dashboards & analysis
Required skills
Case management, evidence gathering and analysis, policy interpretation, written correspondence, data protection compliance, stakeholder communication, audit trail maintenance, root cause analysis, office software proficiency, impartial decision support
Preferred skills
Grant administration experience, public sector or regulated environment experience, case management system experience, administrative review knowledge
Responsibilities
Acknowledge and progress assigned appeals and complaints, manage case portfolios within agreed timescales, provide professional updates to appellants and complainants, gather and organize evidence from multiple sources, analyze evidence and recommend case outcomes, draft case summaries and outcome letters, escalate complex or high-risk cases, maintain accurate case records, apply procedures consistently, support quality assurance activities, capture customer feedback for service improvement
Seniority
Junior to Mid-level, hands-on IC