Complaints Case Manager

Tate Recruitment; West of England; À distance; GBP 29 000 - 32 000; Plein temps

Résumé du poste

Tate Recruitment is seeking a Complaints Case Manager to join a local authority in Bristol on a temporary basis until February 2027. The role involves managing a personal caseload of escalated complaints, Ombudsman enquiries, and related work with a focus on timely, fair resolutions.

You will assess risk, coordinate inputs from services, and provide expert guidance on complaint handling while ensuring clear communication with service users and stakeholders. Remote working is available.

Qualifications

• Knowledge of customer care principles and complaints case management.
• Knowledge of public service statutory/non-statutory complaints systems and procedures.
• Experience of providing advice and guidance sessions and running training.

Responsabilités

• Manage escalated complaints, comments, compliments and Ombudsman enquiries.
• Assess complex cases for risk and coordinate input from relevant services and stakeholders.
• Build effective working relationships and clarify roles, responsibilities and actions.
• Provide expert advice, guidance and support to colleagues on complaint handling.
• Identify themes and learning from complaints and recommend improvements.
• Contribute to improvement projects and workstreams delivering benefits.

Connaissances

Customer care

Complaints management

Public sector knowledge

Training delivery

Description du poste

Temporary - currently until Feb 2027 Tate are recruiting a

£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 training

You 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 acting as an Employment Business in relation to this vacancy.

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.