Remote Complaints Case Manager - Drive Service Improvements

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

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.