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Customer Liaison Officer

Please Note: The application deadline for this job has now passed.

Job Introduction

We’re offering a rewarding opportunity for a Family Support Customer Liaison Officer. You’ll be part of a vibrant, friendly team of social workers and business support assistants in the Family Support Hubs.

You’ll primarily respond to telephone calls from families who are working with Children’s Social Care, and the wide range of professionals who support these families.

You’ll arrange bus passes, food parcels, cash/voucher/travel requests, and complete other important administrative tasks.

Please note this role is site based only Monday to Friday , based in Civic offices Milton- Keynes 

Interviews will be held on the 29/07/2024

Main Responsibility

To deliver an efficient and customer focused service by processing and responding to incoming communication (post, duty phone, and emails), message taking, copying and distributing information as necessary.

Gathering relevant information from customers and professionals, to resolve and signpost to the relevant team or to resolve the enquiry.

To work as a member of Children’s Social Care, as a first point of telephone contact managing difficult and emotional situations with customers, providing information and advice.

Using a wide range of electronic database systems to input and retrieve data whilst responding to enquiries.


The Ideal Candidate

Enjoys talking to people and is committed to providing excellent customer service.

Knows about or can quickly learn about Children’s Social Care.

Has the ability to advise, guide and negotiate with a wide range of people both verbally and in writing regarding complicated, or sensitive information.

Is flexible and adaptable with a calm, positive approach to the ever-changing work environment.

Can work effectively using your initiative whilst recognising when support/advice is required.

Is inquisitive with the ability to apply innovative and creative thinking to improve the service we provide to customers.

Should you be offered the role, as part of the pre-employment checks an Enhanced DBS will be actioned for you (unless you are on the DBS Update Service).


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.
  • Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.

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.

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