21.34 per hourRemote workingMonday - Friday - Full TimeTemporary - currently until Feb 2027Tate are recruiting a Complaints Case Manager to join a local authority in Bristol. This is an excellent opportunity for an experienced complaints professional to manage complex and escalated cases, support fair and timely resolutions, and help turn customer feedback into meaningful service improvements.About the roleYou will manage a personal caseload of non-statutory escalated complaints, Ombudsman enquiries and related work. You will coordinate detailed and complex cases, assess risk, meet relevant deadlines and ensure that customers and other stakeholders receive clear, appropriate and timely responses.Key responsibilitiesManage escalated complaints, comments, compliments and Ombudsman enquiries efficiently and in a customer-focused way.Assess complex cases for risk and coordinate input from relevant services and stakeholders.Build effective working relationships and clarify the roles, responsibilities and actions needed to achieve appropriate outcomes.Provide expert advice, guidance and support to colleagues on complaint handling.Identify themes and learning from complaints, recommending improvements to services and working practices.Contribute to improvement projects and workstreams, delivering agreed benefits and improving satisfaction with the complaints process.About youKnowledge and experience of the principles and practice of customer care and complaints case ..... full job details .....