Remote Complaints Case Manager – Drive Service Improvements

Tate Recruitment; West of England; Remote; GBP 29,000 - 32,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer care

Complaints management

Public sector knowledge

Training delivery

Job description

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.