Job Introduction
Do you care about improving customer experiences and driving service excellence? Do you have a knack for managing feedback and turning insights into actional improvements?
If the answer is yes, then you might be the right person to join our team as a Feedback and Insight Officer
You’ll play a crucial role in managing and improving our customer feedback processes.
Your key responsibilities will include supporting the corporate complaints, Learning, and Improvement Manager in tracking and responding to complaints within organisational and regulatory standards.
At Milton Keynes City Council, we are dedicated, respectful and collaborative. We strive to put our customers at the heart of everything we do, ensuring their needs are met with excellence and empathy.
This is a site-based role.
Interviews for this role will be held W/C 5 May.
Milton Keynes City Council is a modern and friendly place to work. Find out more about working with us here: www.mkcounciljobs.org.uk
Main Responsibility
As the Corporate Feedback and Insight Lead, you will play a crucial role in managing and improving our customer feedback processes.
Your key responsibilities will include:
- Supporting the Corporate Complaints, Learning, and Improvement Manager in tracking and responding to complaints within organisational and regulatory standards.
- Using customer complaint data to enhance service design and increase customer satisfaction.
- Supporting the corporate and housing complaints coordinators in responding to complaints.
- Managing, monitoring, and reporting on incoming complaints from the public and ombudsmen, ensuring timely assignment to appropriate teams.
- Assisting managers in investigating and drafting complaint responses, facilitating speedy resolutions.
- Producing a range of reports to present complaints and customer feedback. Leveraging technology to deliver innovative solutions for effective complaint management.
- Gathering evidence of service improvements based on customer feedback.
The Ideal Candidate
What We Are Looking For:
- Experience in managing complaints within a complex organisation.
- Background in a customer service environment. Strong written English skills.
- Experience dealing with enquiries from the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO).
- Proficiency in handling customer interactions over the phone.
- Strong administrative skills. Experience using technology to improve outcomes for residents.
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.
