Complaints Case Manager x2

Full Time, Fixed Term for 2 years. 

We are looking to recruit two Complaints Case Manager roles. You will join an experienced team of Case Managers dealing with escalated Stage Two Housing Complaints as well as Housing and Local Government Ombudsman investigations.

You will manage a personal caseload, carry our thorough investigations, and produce high quality written responses. You will work in an efficient, effective way in line with corporate and statutory responsibilities.

You will also provide advice and guidance to Housing colleagues at all levels, hold Housing Case Review meetings, deliver training to Housing Stage One handlers, and promote organisational learning and service improvement recommendations resulting from the analysis of Housing complaints.

If you have a passion for Case Management in the field of Complaints, preferably within a Housing environment in a previous role, an aptitude to do casework well, and you have a positive, calm attitude, this role could be for you. 

The role location is remote and would ideally suit someone who can work from home, with occasional travel to a city centre location. 

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.

For permanent Bristol City Council employees, this post will be a secondment.

For employees who are currently on a fixed term contract with Bristol City Council, the secondment must not extend beyond the end of the fixed term period to ensure there is a substantive post to return to.

If you are currently a casual worker or a member of an employment agency (currently working with Bristol City Council) this post will be a fixed term contract.

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@bristol.gov.uk

Bristol City Council strives to have a workforce that reflects the communities it serves, we are therefore committed to ensuring diversity in our hiring process. We 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.