About the job

Job summary

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. Our work is vital to the collection of over £60 billion of revenue which goes back into communities, touching every citizen and every business across England and Wales.

We are committed to providing our people with a work environment which is accommodating and accessible to all, one which values diversity and inclusion in everything we do. We welcome applicants from a diverse range of backgrounds, who bring different perspectives, promote innovation, and enable us to be representative of the communities we serve.

Job description

Operational Manager – Customer Service Centre – Role Overview

The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency.  The CSC is the first point of contact for our customers, and you will play a crucial role leading our colleagues to support our customer’s needs and upholding the agency’s reputation.

We are looking for someone who has a real passion for providing an exceptional Customer Service and is able to work at pace.  You’ll be flexible and adaptable but above all, personable with the ability to put the needs of our customers first. 

For an insight into working for The Customer service Centre within the VOA, please click on the video link below.

https://youtu.be/CAPxCn3yF0Q?si=mD-ljGtMDofEA5g7

Operational Manager – Customer Service Centre – Key responsibilities

The role of an EO Operational Manger is to:

• Proactively Lead and develop a team, communicating effectively and supporting them through change.
• Lead your teams performance, by closely monitoring both timeliness and quality metrics, and having meaningful performance conversations with teams and individuals around personal development.
• Work collaboratively with others, including HEO hub leads, other EO Line Managers, the team and various stakeholders.
• Plan and organise work and record activity using online systems.
• Work with other managers to prioritise and make best use of all resources to deliver our work, allocating work within the team to ensure service levels and targets are achieved.
• Support and coach your team to ensure they have the right skills and knowledge needed for their job.
• Foster an environment on your team to create an engaged and focus workforce that feel valued.
• Deal quickly and effectively with any management issues using Agency HR policies and procedures, sometimes delivering difficult messages.

Person specification

We are looking for people who can use their good judgement, and strong analytical and problem-solving skills to make informed decisions when providing advice to others. The Operational Managers should have a good understanding of their own work area, using their ability and flexibility to switch between various tasks at short notice. Being able to work in a busy team environment and communicate both written and verbally, effectively with a range of stakeholders is essential to this role.

Essential Criteria

• Demonstrate leadership through developing and valuing the contribution of others.
• Be a credible leader, being able to engage, set direction and focus others through effective influencing – building a strong sense of team that works collectively to deliver on Unit and Agency priorities and objectives.
• The ability to communicate technical or complex language clearly and simply, to a range of stakeholders using verbal and written methods.
• The ability to work on your own initiative, but also collaboratively with and supporting others.
• Excellent organisation and planning skills with the ability to prioritise and work quickly and accurately.
• Good judgement and decision-making skills.

Benefits

Alongside your salary of £28,360, Valuation Office Agency contributes £7,657 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.

If you can meet our person requirements above, we are keen to hear from you.

To apply for this post, you must complete an online application with the following:

The Behaviour examples as listed above, maximum 250 words per Behaviour.

Sift – Monday 25th March 2024. Please note this date is provisional and may be subject to change.

We will assess you on the Behaviours listed in the job description.

Should a large number of applications be received, an initial sift may be conducted using the lead Behaviour, Leadership. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

Interviews – Monday 15th April 2024. Please note this date is provisional and may be subject to change.

Interviews are currently taking place Face-to-Face in the Plymouth office. We will provide more detail if you are shortlisted for interview.

We will assess you on the Behaviours listed in the job description and Strengths.

At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.

Behaviours

The distinguishing Behaviours (the required skills, knowledge and behaviours) for this role are set out in the Civil Service Behaviours Framework 2018 (Success Profiles - GOV.UK (www.gov.uk)) and should be referred to when making this application.

You are required, under the Behaviours approach, to describe how you have dealt with a specific situation.

You must give evidence of your knowledge, skills and behaviours and how you have applied this, such as what you did or said and how you interacted with other people.

When you are giving your examples, do not spend too many words on description and background information. Avoid using general or unspecific statements. Instead say what the situation was, what you did what your thought process was and so on.

Further Information

This post is full time however those applicants who do or wish to work an alternative working pattern are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder.

Any move to VOA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

VOA employees only:  If you are currently in receipt of DTA as a result of a VOA office closure/restructure and it is agreed for you to take up this role in your current location, you may continue to receive DTA for the remainder of the period you can claim for.  Please check with the Vacancy Holder on preferred locations for this role before you apply.

We will initially be scheduling our people between the hours of 7am to 7pm, Monday to Friday. Whilst we are flexible to take personal circumstances into account wherever possible when setting the rotas, we are limited in allowing people to ‘fix’ set hours outside of these times. However, please do contact us if you would like to discuss any individual circumstances which may restrict your availability between these hours (e.g. caring responsibilities, or childcare). Please be aware that our future hours of operation are under review, and in future may be between 7am & 9pm Monday to Friday and 9am to 5pm on weekends.

In the VOA, we are an office-based organisation, but all colleagues have access to hybrid working by default, as our roles have aspects which can be completed from home. The amount that colleagues work from home or office is defined by several factors including the nature of the work they carry out, the needs of their stakeholders, their development needs, and personal circumstances such as caring responsibilities. With this specific role we’d be looking for colleagues to work around 3 days per week in the office, once they have been trained. Upskilling is largely expected to take place within the workplace. To learn more about the specific hybrid working arrangements for this role, please contact the vacancy holder.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should: 

• Contact Government Recruitment Service via grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

Terms & Conditions

Voluntary terms apply.

Reserve Lists

If we have more successful candidates than available vacancies, we will hold a 6-month reserve list by exception.

During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.

Starting Work

The successful candidates will normally take up duty within one month from notification of successful completion of pre-employment checks.

Applying

All applications for these vacancies must be made online. There are limited exceptions to this. Paper applications will only be considered if you have a disability that will prevent you from applying online. If this is the case, please email voarecruitment.grs@cabinetoffice.gov.uk

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

Please note that late applications will not be accepted.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

New entrants are expected to join on the minimum of the pay band.

Concerns/Complaints

The Valuation Office Agency’s recruitment processes are underpinned by the Civil Service Commissioner’s Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition.
If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you may make a complaint, by contacting the Central Recruitment Team at the following address: resourcingteam@voa.gov.uk

If you are not content with the outcome of your complaint you have the right to complain to the Civil Service Commissioners.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.