Complaints Case Manager

Tate; Bristol; Remote; GBP 24,000 - 35,000; Full time

Benefits offered by this job

Remote working

Job summary

Tate is recruiting a Complaints Case Manager to join a local authority in Bristol. You will manage a personal caseload of non-statutory escalated complaints and Ombudsman enquiries, coordinating complex cases and ensuring timely, clear responses.

You will provide guidance on handling complaints, balance customer needs with statutory responsibilities, and contribute to service improvements while working remotely on a full-time basis under a temporary contract until Feb 2027.

Qualifications

• Knowledge of customer care principles and complaints case management.
• Familiarity with public service complaints systems and Local Government Ombudsman is a plus.
• Ability to provide training and guidance on complaint handling.

Responsibilities

• Manage escalated complaints and Ombudsman enquiries with a focus on timely responses.
• Assess complex cases for risk and coordinate input from relevant services.
• Provide expert advice and support to colleagues on complaint handling.
• Identify themes and drive improvements to services and processes.
• Contribute to improvement projects and ensure customer satisfaction.

Skills

customer care

complaints case management

risk assessment

communication

Job description

£21.34 per hour

Remote working

Monday - Friday - Full Time

Temporary - currently until Feb 2027

Tate are recruiting a Complaints Case Manager to join a local authority in Bristol. This is an excellent opportunity for an experienced complaints professional to manage complex and escalated cases, support fair and timely resolutions, and help turn customer feedback into meaningful service improvements.

About the role

You will manage a personal caseload of non-statutory escalated complaints, Ombudsman enquiries and related work. You will coordinate detailed and complex cases, assess risk, meet relevant deadlines and ensure that customers and other stakeholders receive clear, appropriate and timely responses.

Key responsibilities

• Manage escalated complaints, comments, compliments and Ombudsman enquiries efficiently and in a customer-focused way.
• Assess complex cases for risk and coordinate input from relevant services and stakeholders.
• Build effective working relationships and clarify the roles, responsibilities and actions needed to achieve appropriate outcomes.
• Provide expert advice, guidance and support to colleagues on complaint handling.
• Identify themes and learning from complaints, recommending improvements to services and working practices.
• Contribute to improvement projects and workstreams, delivering agreed benefits and improving satisfaction with the complaints process.

About you

• Knowledge and experience of the principles and practice of customer care and complaints case management
• Knowledge of public service statutory/non-statutory complaints systems and procedures, and/or Local Government Ombudsman
• Experience of providing advice and guidance sessions and running trainingYou will be confident handling detailed and sensitive complaints, balancing customer needs with organisational and statutory responsibilities. You will bring sound judgement, strong relationship-management skills and the ability to communicate clearly with service users, families, carers, providers and colleagues, including when matters are complex or challenging.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application