Feedback and Insight Officer

Milton Keynes City Council; Milton Keynes; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Holiday benefits

Local government pension scheme

Family friendly policies

Employee benefits programme

Salary sacrifice car scheme

Blue Light Card

Job summary

Milton Keynes City Council is recruiting a Feedback and Insight Officer to join our Customer, Data and Insight service. The role focuses on understanding resident feedback and complaints, supporting the Strategic Complaints and Improvement Manager, and ensuring timely responses to residents and regulators.

This is a Site-Based role with the flexibility to work from home for up to two days a week where service needs allow.

Qualifications

• Experience handling enquiries or complaints involving regulatory bodies such as the Local Government and Social Care Ombudsman, Housing Ombudsman or similar organisations.

Responsibilities

• Monitor and track complaints across the organisation and ensure responses meet required standards.
• Manage, monitor and report on incoming complaints from residents and Ombudsman services, ensuring they are allocated to the correct teams promptly.
• Investigate complaints with managers across the council, review responses and help achieve positive outcomes for residents.
• Analyse complaint and feedback data to identify trends, support service improvements and improve customer satisfaction.
• Produce monthly, quarterly, annual and ad hoc reports to provide insight and support decision making.
• Use systems and technology to improve processes, support effective complaint handling and capture evidence of improvements from feedback.

Skills

Complaint handling

Regulatory experience

Communication

Data analysis

Organisation

Systems use

Team player

Job description

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.

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.

Find out more about working with us here: www.mkcounciljobs.org.uk

Main Responsibility

• 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.

The Ideal Candidate

• 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.

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.
• 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.

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

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.

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.