Complaints Case Manager

About the role

Bristol City Council is looking for a Complaints Case Manager to join an experienced team of case managers. You will investigate escalated complaints, learn from them and help improve services. The role is remote, with one day a month in the City Hall office.

Key responsibilities

• Manage your own caseload, reviewing Stage One complaint handling and producing clear, thorough final responses in line with the council's corporate and statutory responsibilities.
• Advise and guide Stage One complaint handlers across the council and convene case review meetings when needed.
• Deliver training to Stage One handlers and use complaint analysis findings to promote organisational learning and inform service improvement recommendations.

Required profile

• A strong interest in complaints case management and an aptitude for casework.
• A calm, positive approach.
• Experience within a local authority is an advantage.

What we offer

• Flexible working and flexitime.
• Membership of the Local Government Pension scheme.
• A generous annual leave allowance.

Applicants must show how they meet the essential criteria in the Person Specification to be shortlisted. The council is a Disability Confident employer and welcomes applications from all sections of the community; appointments are made on merit.