Feedback & Insight Specialist - Shape Local Services

Milton-Keynes-Council; Milton Keynes; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Great holiday benefits

Excellent pension

Family friendly policies

Health cash plan and bike purchase

Discounts on entertainment and travel

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. You’ll help us understand residents’ feedback from complaints, support management of complaints and work with colleagues to improve services and respond to residents and regulators promptly.

This is a Site-Based role with the option to work from home up to two days a week. Interviews are planned for 9th October 2026.

Qualifications

• Experience handling enquiries or complaints involving regulatory bodies.
• Confident communicator who writes clearly and explains complex situations in plain English.
• Ability to analyse information, identify root causes and develop practical solutions.
• Highly organised with ability to manage competing priorities while maintaining accuracy.
• Proven experience using systems, data and technology to improve services.
• Team player who embodies Dedicated, Respectful and Collaborative values.

Responsibilities

• Support Strategic Complaints and Improvement Manager to monitor and track complaints across the organisation and ensure responses meet required standards.
• 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 to 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.
• Using systems and technology to improve processes, support effective complaint handling and capture evidence of improvements resulting from customer feedback.

Skills

Regulatory complaints handling

Clear communicator

Data analysis

Organised

Tech-enabled service improvement

Team player

Job description

Milton Keynes City Council is recruiting a Feedback and Insight Officer to join our Customer, Data and Insight service. You’ll help us understand residents’ feedback from complaints, support management of complaints and work with colleagues to improve services and respond to residents and regulators promptly.

This is a Site-Based role with the option to work from home up to two days a week. Interviews are planned for 9th October 2026.