Adecco is recruiting a Senior Member & Residents Services Officer on behalf of a large public sector organisation. This is a senior operational role within a responsive repairs and housing environment, focused on delivering a high-quality complaints and enquiries service for residents, Members and senior stakeholders.
This position offers an excellent opportunity for an experienced complaints professional to play a key role in service improvement while managing complex and high-profile casework.
*Senior Member & Residents Services Officer
*Public Sector - Local Authority
*Full Time - Monday to Friday, 36 hours per week
*Fixed Term Contract - 1st May 2026 to 31st March 2027
*Grade 11 - £46,968 - £49,056 per annum
*Hybrid Working - expected in office 2 days per week (flexible)


The RoleReporting into the Member & Residents Services Manager, you will:
*Lead on the investigation and resolution of complex and high-profile complaints and enquiries
*Manage Stage 1 and Stage 2 complaints, FOI and Subject Access Requests
*Respond to enquiries from Elected Members, MPs, senior officers and external bodies
*Deputise for the Manager when required, including providing guidance and direction to officers
*Supervise and support Members & Residents Services Officers to ensure high standards of case handling
*Ensure accurate recording, monitoring and closure of cases in line with agreed targets
*Use complaint data and insight to identify service improvements
*Build strong working relationships with internal teams, contractors and external partners
About YouTo be successful, you will demonstrate:
*Experience handling complaints in a public sector, housing, or similarly complex service environment
*Strong knowledge of complaints procedures, customer resolution and service improvement
*Excellent written and verbal communication skills, including drafting detailed responses on complex issues
*Confidence managing sensitive, high-profile and politically exposed cases
*Strong organisational skills with the ability to balance competing priorities
*Experience working with senior stakeholders, including Members or MPs (or equivalent)
*A professional, resilient and customer-focused approach
Experience with CRM systems, FOI, data protection or Ombudsman investigations is highly desirable.
Working ArrangementsThis role operates on a hybrid working model, with an expectation of 2 days per week in the office. Flexibility is available. Occasional evening meetings may be required.
Why Apply*Senior role with influence over service improvement
*Hybrid and flexible working
*Opportunity to develop leadership and specialist complaints expertise
























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