Job Introduction
A great opportunity to join our friendly Customer Service team and support local people as they get in touch to help us improve what we do.
We’re looking for someone with strong written English skills to join us as Customer Feedback officer. You’ll work with managers across the city council to address concerns raised by residents, ensuring that we are responding in a timely manner and learning from individual experiences.
You'll work directly with customers to support them to share their feedback with us. You will quickly identify the issues raised and assign the complaint to the right service who can respond and resolve.
Milton Keynes City Council is a modern and friendly place to work. We offer an excellent benefits package including an enhanced pension, generous holiday allowance starting at 28 days as well as a great range of training and development opportunities to help you in your career.
Main Responsibility
- Manage correspondence from customers.
- Use our corporate complaints system to log and track complaints
- Support the Feedback Lead role with reviewing complaints and providing advice to services.
- Working directly with customers to ensure that complaints and outcomes are clear.
- Ensure compliance with complaint response targets and deadlines.
- Focus on delivering improved outcomes for residents in Milton Keynes.
The Ideal Candidate
- Strong written English.
- Experience of working in a customer services environment.
- Ability to prioritise workload.
- Ability to communicate effectively with stakeholders including residents, senior managers and regulators.
Package Description
We are really proud of the benefits we are able to offer our staff here at Milton Keynes City Council, including:-
- Local Government Pension Scheme, excellent pension scheme widely regarded as one of the best available.
- 28 days annual leave per year in addition to statutory and public holidays, rising to 32 days after 5 years.
- Holiday Purchase Scheme.
- Our Professional Development Centre provides access to courses such as in-house management development programmes endorsed by the Institute of Leadership, coaching and mentoring and access to our Smarter Learning portal
- Cycle to Work Scheme.
- Health Cashplan.
- MK Advantage benefits package – a range of savings on a wide range of retail, leisure and entertainment products and services such as Pizza Express, M&S, B&Q, John Lewis and Arriva Travel.
- Blue Light Card - Employees working within Social Care can qualify for a range of discounts from national retailers to local businesses in a wide range of categories including holidays, cars, days out, fashion, gifts, insurance, phones and much more!
- SmartGo – Aimed at encouraging low-carbon transport and healthy lifestyle with discounted travel e.g. Halfords, Arriva, Europcar, National Railcards and Stagecoach.
- Homebuy Scheme (for eligible roles).
- Smarter working which provides the opportunity to work from various locations including from home for a proportion of your role (subject to business needs).
- A full range of family friendly policies including enhanced Maternity, Adoption and Paternity entitlements.
- Childcare Subsidy.
About The Organisation
Milton Keynes is a diverse, welcoming, and expanding place, built on smart ideas with even bigger plans for the future. We have world class attractions, beautiful open spaces, and a great standard of living.
Milton Keynes City Council is one of the largest employers in the region, making a difference every day for local people. We’re responsible for all local government services in MK including education, housing, highways, and social services - around 240 services in all.
Our values are to be dedicated, respectful, and collaborative. If this sounds like you, join us for a stimulating and fulfilling career measured on results, and a rewarding work-life balance.
