Customer Liaison Officer

Milton-Keynes-Council; Milton Keynes; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

28 days leave increasing to 32 after 5

LGPS pension

Family-friendly policies

Health cash plan

Bike purchase scheme

Discounts

Salary sacrifice car scheme

Blue Light Card

Job summary

Milton Keynes City Council is recruiting a Customer Liaison Officer to join our Children’s Services team within the Multi-Agency Safeguarding Hub in Milton Keynes. The role acts as the front door for callers seeking advice and support on safeguarding matters, coordinating strategy meetings and review of domestic incidents.

Site-based role with occasional home-working options; interviews scheduled for 15 September 2026.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Organised

Calm under pressure

Education

GCSE English

GCSE Maths

Tools

Microsoft Word/Excel/Outlook/Teams

Job description

The following content displays a map of the jobs location - Civic Offices, 1 Saxon Gate East, Central Milton Keynes, Buckinghamshire

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

Closing Date:

13/09/2026

Job Category:

Children's Centres

Service Area:

Children's Services- Children's Centres Services

Package Description

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 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 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.

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.

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 15th September 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.

• 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.

Ideal Candidate

• 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.

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, see attached.