Complaints Case Manager

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.

How do I apply?

If you share our values and are ready to be part of our exciting journey please select the apply button below.

To be shortlisted for interview you'll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.

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.

For further information, please refer to the Job Description and Person Specification or alternatively, please contact Garfield Horner Garfield.horner@bristol.gov.uk

Applications will be reviewed as they are received, and we reserve the right to close this vacancy early. We therefore encourage you to apply as soon as possible.

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.

The personal 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.