Insight & Complaints Analyst (Hybrid)

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

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.