Feedback and Insight Officer

Job Introduction

We're recruiting a Feedback and Insight Officer to join our Customer, Data and Insight service.

At Milton Keynes City Council, we aim to make our city a better place to live by delivering services that make a real difference to residents every day. We are responsible for more than 200 local services and are committed to listening to our communities, improving customer experiences and using feedback to shape better services.

In this rewarding role, you'll help us understand what residents are telling us through complaints and feedback. You'll support the management of complaints, work with colleagues across the organisation to improve services and help ensure we respond to residents and regulators in a timely and effective way.

This is an excellent opportunity for someone with experience in complaints, customer service, customer insight or service improvement who enjoys solving problems and making a positive difference for local people.

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.

We take pride in our supportive work culture and try to go that extra mile when it comes to investing in our colleagues.

Find out more about working with us here:

• Supporting the Strategic Complaints and Improvement Manager to monitor and track complaints across the organisation and ensure responses meet required standards.
• Managing, monitoring and reporting on incoming complaints from residents and Ombudsman services, ensuring they are allocated to the correct teams promptly.
• Working with managers across the council to investigate complaints, review responses and help achieve positive outcomes for residents.
• Analysing complaint and feedback data to identify trends, support service improvements and improve customer satisfaction.
• Producing monthly, quarterly, annual and ad hoc reports to provide insight and support decision making.
• Using systems and technology to improve processes, support effective complaint handling and capture evidence of improvements resulting from customer feedback.

• Experience handling enquiries or complaints involving regulatory bodies such as the Local Government and Social Care Ombudsman, Housing Ombudsman or similar organisations.
• A confident communicator who can write clearly, explain complex situations in plain English and build positive working relationships with colleagues and residents.
• Demonstrated ability to analyse information, identify root causes and develop practical solutions to improve customer outcomes.
• Someone who is highly organised and able to manage competing priorities while maintaining accuracy and attention to detail.
• Proven experience using systems, data and technology to improve services, increase efficiency and support better decision making.
• A team player who reflects our values of being Dedicated, Respectful and Collaborative and who is committed to delivering high-quality services for residents.

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,…