Remote Complaints Case Manager — Customer Care

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

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.