Complaints Case Manager

Bristol City Council; West of England; Hybrid; GBP 41,000 - 43,000; Full time

Job summary

Bristol City Council is seeking a Complaints Case Manager to join the team at City Hall. You will investigate escalated complaints, manage your own caseload, and produce clear final responses in line with statutory duties.

You will advise Stage One handlers, convene reviews, deliver training, and use analysis to drive service improvements. A local authority background is advantageous; hybrid working with occasional office days at City Hall.

Qualifications

• This role would suit someone with a strong interest in complaints case management, an aptitude for casework and a calm, positive approach.

Responsibilities

• Investigate escalated complaints and contribute to service improvements by identifying learning from complaints.
• Manage own caseload, reviewing the handling of complaints at Stage One and producing clear, thorough final responses in line with the council's corporate and statutory responsibilities.
• Provide advice and guidance to Stage One complaint handlers across the council, convening case review meetings where necessary.
• Deliver training to Stage One complaint handlers and use findings from complaint analysis to promote organisational learning and inform recommendations for service improvement.

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference VAC008998 Date posted 26/10/2026 Application closing date 15/11/2026 Location City Hall College Green City Centre Bristol BS1 5TR Salary BG11: £41,177 - £43,149 Package Flexible working hoursPension Scheme Contractual hours 37 Basis Full time Job category/type Customer Services, Democratic and Electoral, Operational Attachments Person Specification.pdf Job Description.pdf

Full Time, Permanent Working within an experienced team of Complaints Case Managers, you will investigate escalated complaints and contribute to service improvements by identifying learning from complaints.

You will manage your own caseload, reviewing the handling of complaints at Stage One and producing clear, thorough final responses in accordance with the council’s corporate and statutory responsibilities.

You will provide advice and guidance to Stage One complaint handlers across the council, convening case review meetings where necessary.

You will also deliver training to Stage One complaint handlers and use findings from complaint analysis to promote organisational learning and inform recommendations for service improvement.

This role would suit someone with a strong interest in complaints case management, an aptitude for casework and a calm, positive approach. Experience within a local authority would be an advantage.

This is a remote role suitable for someone working from home with a day in the City Hall office every other month .

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For the majority of our roles hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working. Join us and you’ll receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you’ll be working in a supportive environment where you’ll have the chance to make Bristol a better place and contribute to its future.

We're a Disability Confident employer which means we value recruiting and retaining disabled people. Any job applicants who consider themselves to be disabled and meet the essential criteria in the Person Specification are guaranteed an interview. We'll make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career.

Bristol City Council are not offering sponsorship for this role.

At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. Appointments will be made on merit. Thepersonal information section (including your name) you’ll complete as part of the application form will not be visible to hiring managers, but is used confidentially to make sure that everyone is treated fairly.