Feedback and Insight Officer

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Civic Offices, 1 Saxon Gate East, Central Milton Keynes, Buckinghamshire

Closing Date:

20/09/2026

Job Category:

Customer Service

Service Area:

Customer and Community Services
- Customer Service

In addition to your salary, we offer a range of benefits including:

• Great holiday benefits - most roles include 28days annual leave every year on top of public (bank) holidays, increasing to 32days after five  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 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 - eligible employees can lease an electric or low-emission vehicle at a reduced cost through salary sacrifice, subject to National Minimum Wage and other eligibility requirements.
• Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.

Roles are either ‘site based’ or ‘home based’.

Site based roles are mainly based at the workplace, with the option to work from home for up to two days a week, depending on service needs.

Home based roles are mainly based at home, with the expectation of attending the workplace up to one day a week.

The working arrangement for each role is set by the manager, based on service requirements.

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.

Site-Based role

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

Interviews for this role will be held on 9th October 2026

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.

• 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…