Job Introduction
We’re recruiting a Complaints Coordinator to join our Customer, Data and Insight service at Milton Keynes City Council.
You’ll play a key part in how we listen to residents and customers, helping to put things right when services fall short and using feedback to improve how we work.
The role supports fair, timely and transparent handling of complaints across the council, while also helping us spot themes and learning that strengthen service delivery.
You’ll work with colleagues across the organisation to support early resolution, reduce repeat issues and help prevent escalation to external regulators.
This work is central to maintaining public trust, strengthening accountability and making sure Milton Keynes City Council learns from the experiences of the city and people that we serve.
This is a Site-Based role
Interviews for this role will be held on 29 April
At Milton Keynes City Council, we aim to make a difference every day. We’re dedicated, respectful and collaborative. We act as one council, and we work hard to create cleaner, safer and healthier communities while tackling inequalities and supporting people to thrive.
Find out more about working with us here: www.mkcounciljobs.org.uk
Main Responsibility
- Support the Strategic Complaints and Improvement Manager to track complaints across the council and monitor response times.
- Use complaint data to help improve service design and increase customer satisfaction.
- Coordinate responses to complaints by working with managers across services.
- Manage incoming complaints from the public and the Local Government and Social Care Ombudsman, assigning them to the right teams within 24 hours.
- Support investigating managers by reviewing and drafting complaint responses where needed.
- Help produce regular reports that present complaints and feedback clearly to support improvement activity.
The Ideal Candidate
- We’re looking for someone who is organised, calm under pressure, and committed to good customer outcomes.
- You’ll bring strong problem solving skills and be confident working with complex information.
- You’ll communicate clearly and professionally in writing and in conversation.
- You’ll be comfortable managing several pieces of work at the same time and meeting deadlines.
- Experience of handling complaints or regulatory enquiries is important for this role.
- You’ll work in line with our values and show that you are dedicated, respectful, and collaborative.
Package Description
In addition to your salary, we offer a range of benefits including:
- Great holiday benefits - most roles include 28 days annual leave every year on top of public (bank) holidays, increasing to 32 days after five years. In addition, there is a holiday purchase scheme allowing staff to purchase up to 5 additional days of leave each year.
- Excellent pension – everyone who works for us can join the national Local Government Pension Scheme, widely regarded as one of the best available.
- A full range of family friendly policies including enhanced maternity, adoption and paternity support and a childcare subsidy.
- Access to an award-winning employee benefits programme that includes a health cash plan, a low-cost bike purchase scheme as well as high street discounts and money off entertainment and travel.
- Salary sacrifice car scheme – low-cost leasing of electric and low emission vehicles.
- Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.
Why join us? Along with more on our Benefits, discover why Working at the City Council could be the right move for you here Working at the Council | Milton Keynes
Our roles are either designated ‘site based’ or ‘home based’. ‘Site based’ roles can include up to two days a week working from home whilst ‘home based’ roles are based at home four days a week. Of course, managers designate which category roles are in based on the needs of the service and the circumstances.
About The Organisation
Milton Keynes City Council is a large, modern and financially stable employer with around 2,500 people working across our eight areas. Together we provide local residents and businesses with a wide range of important round-the-clock services and aim to make our city a better place to live.
We work hard because of the demands placed on us, like protecting children from harm or preventing homelessness. However, working for the city is always rewarding and everyone has the opportunity to make a real difference.
We’re very proud of our diversity and are committed to having a workforce that reflects the community we serve. Whatever your background, you will be welcome here if you share our values of being dedicated, respectful and collaborative.
We offer great training and support and because of the size and scale of the organisation there are always new opportunities to explore when it’s time for a new role.
If you’d like to know more about how we do things and what matters to us, take a look at our short booklet What makes us Milton Keynes City Council.
At Milton Keynes City Council, we aim to make a difference every day. We’re dedicated, respectful and collaborative. We act as one council, and we work hard to create cleaner, safer and healthier communities while tackling inequalities and supporting people to thrive.
Find out more about working with us here: www.mkcounciljobs.org.uk
