Senior Member and Residents Services Officer

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 Role

Reporting 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 You

To 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 approachExperience with CRM systems, FOI, data protection or Ombudsman investigations is highly desirable.

Working Arrangements

This 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

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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