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
• Strong organisational skills and the ability to manage multiple priorities
• High attention to detail, especially when handling sensitive or confidential information
• 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