Member Liaison & Complaints Support Officer
£19–£21 per hour | Full-time | Hybrid (1 day in London office)
We’re working with a well-established professional membership organisation to find a Member Liaison & Complaints Support Officer to join their team on a temporary basis.
This role is an immediate start and will run until October this year – candidates need to be immediately available.
This is a great opportunity for someone who enjoys detail-driven administrative work, thrives in a structured environment, and is confident handling sensitive information with care and professionalism.
The role
You’ll provide day-to-day administrative support across complaints and member liaison activity, helping ensure cases are handled efficiently, accurately, and in line with process. It’s a busy and varied role where organisation, attention to detail, and clear communication are key.
Key responsibilities
* Providing administrative support across complaints and member liaison processes
* Logging complaints and Code of Conduct cases accurately on internal systems
* Maintaining trackers to monitor cases, actions, and deadlines
* Carrying out initial eligibility checks and escalating queries where needed
* Updating CRM systems with accurate and timely information
* Coordinating complaints panels, including scheduling via Microsoft Teams
* Liaising with internal and external stakeholders to confirm availability and attendance
* Preparing and distributing panel documentation
* Supporting panel meetings and ensuring records are maintained
* Managing and triaging a shared complaints inbox
* Supporting improvements to inbox processes and workflows
* Assisting with reporting, including quarterly updates on complaints activity
* Providing general admin support, including document management and case coordination
What we’re looking for
* Previous experience in an administrative role within a busy, service-focused environment
* Previous experience in complaints – desirable
* Strong organisational skills and the ability to manage multiple priorities
* High attention to detail, especially when handling sensitive or confidential information
* Advanced Excel and Microsoft suite experience
* Confident using IT systems, including Microsoft Office, Teams, and CRM platforms
* Clear and professional communication skills
* A collaborative approach and willingness to support across the wider team