Job Description

Job Introduction

Customer Services delivers the first point of contact as the Council's virtual front door for residents and customers making contact with us through our inbound call centre and our online forms. Our team is focused on successfully managing expectations which means getting the customer connected with the right information and process.

This is a Site-Based role

Interview for this role will be held on 8 & 15 August & 5 September 2025

Milton Keynes City Council is a modern and friendly place to work. Find out more about working with us here: www.mkcounciljobs.org.uk


Role Responsibilities

Work as part of a multi-skilled team delivering effective, consistent customer service at the first point of contact.


Review, maintain and update service request information on the nominated CRM system, and back-office systems in line with standard processes, escalating unresolved enquiries where appropriate.


Provide consistent customer service to our internal and external customers, providing a prompt and constructive resolution to customer queries or redirecting the customer enquiry to the appropriate area at the first point of contact.


Follow standardised processes for service request reporting according to the nominated department's guidelines; logging, processing and progress-chasing customer enquiries, escalating where appropriate, to provide a final resolution.


Ideal Candidate

Someone who can is willing to take responsibility within a conversation and manage expectations


Someone who wants to be part of a successful and effective team


Someone who is willing to learn


Someone with a familiarity with Microsoft Forms and all things M365


Someone who can effectively listen to concerns and successfully descalate conversations


Someone with a 'will try' and 'can do' approach to change


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.
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 and a childcare subsidy. 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 - low-cost leasing of electric and low emission vehicles. 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


Our roles are either designated 'site based' or 'home based'. 'Site based' roles can include up to two days a week working from home whilst 'home based' roles are based at home four days a week. Of course, managers designate which category roles are in based on the needs of the service and the circumstances.