Complaints Case Manager

Position Summary

Full Time, Fixed Term contract for 2 years. The Complaints Case Manager will join an experienced team of Case Managers dealing with escalated Stage Two Housing Complaints and Housing and Local Government Ombudsman investigations.

• Manage a personal caseload, conduct thorough investigations, and produce high quality written responses.
• Work efficiently and effectively in line with corporate and statutory responsibilities.
• Provide advice and guidance to Housing colleagues at all levels.
• Hold Housing Case Review meetings and deliver training to Housing Stage One handlers.
• Promote organisational learning and service improvement recommendations resulting from the analysis of Housing complaints.

For permanent Bristol City Council employees, this post will be a secondment. For employees on a fixed‑term contract, the secondment must not extend beyond the end of the fixed‑term period. For casual workers or agency workers, this post will be a fixed‑term contract.

Hybrid working arrangements are available, flexible working and flexitime, membership of the Local Government Pension Scheme, and a generous annual leave allowance.

Bristol City Council is a Disability Confident employer and provides reasonable adjustments throughout the interview process and workplace support. The council is committed to diversity and appoints on merit. Personal information collected in the application is confidential and will not be viewed by hiring managers.