Customer Liaison Officer

Job Introduction

We're recruiting a Customer Liaison Officer to join our Children's Services team within the Multi-Agency Safeguarding Hub. This is a rewarding role at the heart of safeguarding children and supporting families across Milton Keynes.

The role of the Customer Liaison Officer is the front door to callers into Children's Social Care. Members of the public and professionals call into the team to seek advice and support regarding safeguarding matters.

Without a Customer Liaison Officer, calls would be delayed in being answered which would impact both the safety of the children we work with in Milton Keynes, as well as the customer service experience.

Customer Liaison Officers organise strategy meetings at very short notice, arrange assessments with families, and provide information for requests from partner agencies. Customer Liaison Officers are also responsible for reviewing domestic abuse incidents reported via Thames Valley Police.

Timely review of this information is essential to support decision-making for some of the most vulnerable children and families in Milton Keynes. Without this post, there would be an impact on the reputation of the Multi-Agency Safeguarding Hub in offering timely advice and support to vulnerable children and families.

At Milton Keynes City Council, we aim to make a difference for local people every day.

This is a Site-Based role, and you'll be expected to work from the designated workplace.

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:

• Provide an efficient and customer-focused service by processing incoming telephone calls, emails and other communications from families, professionals and partner agencies.
• Accurately record and manage information on council systems to help assess needs and support appropriate decision‑making.
• Communicate respectfully with service users, colleagues and partners to build positive and trusted relationships.
• Support social workers and families by arranging meetings, assessments, travel, accommodation and other practical services when required.
• Coordinate urgent safeguarding activity, including organising strategy meetings and responding to requests for information from partner agencies.
• Carry out all duties in line with council policies, procedures and the principles of equality, diversity and inclusion.

• GCSE Grade 4 or above in English and Maths, or an equivalent qualification, is essential.
• You'll have strong customer service skills and enjoy helping people during challenging situations.
• A calm and organised approach will help you manage competing priorities and respond effectively in a busy safeguarding environment.
• Excellent written and verbal communication skills are important, particularly when handling sensitive information with professionalism and care.
• We're looking for someone who can build positive working relationships with colleagues, families and partner organisations.
• Confidence in using Microsoft Word, Excel, Outlook and Microsoft Teams is essential, alongside the ability to learn new systems quickly.

As part of the pre-employment checks, should you be offered the role, we'll carry out a Basic Disclosure and Barring Service (DBS) check
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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.
• Access to an award‑winning…