About the job

Job summary

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. As one of the largest employers of surveyors in the country, 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 champion the values of professionalism, integrity, respect, and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.

Job description

The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency.

We are looking for someone who has a real passion for providing an exceptional Customer Service, a keen eye for quality and a talent for coaching.

As a Quality Coach you will work as part of the CSC Quality team, playing a pivotal role in ensuring that our Customer Service Centre provides an outstanding service for our customers and maintains high standards of Customer satisfaction and Quality standards.

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

Job Title – Key responsibilities

• Select cases for assessment based on a quality risk assessment approach, completing full and impartial assessments.
• Provide feedback and recommendations for improvement as well as delivering coaching interventions in a one to one and / or team environment.
• Analyse quality metrics to identify trends, patterns, and areas for improvement for both individuals and the team as a whole.
• Collaborate with Managers and Team Leaders to identify areas for improvement and develop action plans to enhance customer service quality and efficiency.
• Establish consistency and standardisation of service standards and ways of working across the teams, including aligned application of processes and systems.

Person specification

We are looking for a candidate with a passion for delivering exceptional customer service and the ability to coach and support others to improve our quality standards and customer experience.

The successful candidate will remain flexible in their approach and outlook, remaining organised and able to prioritise work to deadlines.

Essential Criteria 

• A passion for delivering a quality customer service, reducing error and championing a ‘once and done’ approach.
• Strong analytical and problem-solving skills.
• Strong communication skills, using the appropriate communications methods to deliver clear, concise messages to colleagues and stakeholders including the ability to have challenging conversations.
• The ability to challenge constructively and provide impartial feedback, verbally and in writing.
• Strong people skills with the ability to coach individuals and teams to deliver an excellent customer service.
• A strong team player, with the ability to influence and build lasting and collaborative working relationships.

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, Strengths and Experience.

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:

A Personal Statement (maximum 750 words), please outline your suitability for the role. Please pay particular attention to the ‘Essential Criteria’ and ‘Person Specification’ outlined in the advert when providing your answer.

Sift - 18th June 2024. Please note this date is provisional and may be subject to change. 

We will assess you on your Personal Statement.

In the event of a large number of applicants, we can pre-sift on the lead essential criteria; ‘A passion for delivering a quality customer service, reducing error and championing a ‘once and done’ approach.’ Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

Interviews - 2nd July 2024. Please note this date is provisional and may be subject to change. 

Interviews are currently taking place Face to Face in the Durham 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.

Application Hints and Tips

For more information on Success Profiles, tips on how to write a successful application and find out more about what’s involved in the application process please visit About the application process , Civil Service Careers (civil-service-careers.gov.uk)

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

With this role we’d be looking for colleagues to work around 3 days per week in the office once they have been trained. To help you get trained up as quickly and efficiently as possible, we ask that for your training period you come into the office 5 days a week. Once we feel you are able to operate effectively without help you’ll be invited to discuss a hybrid working pattern with your manager. You and your manager will then continue to review your hybrid working pattern to make sure it meets your needs as well as the needs of the business.

The working hours for this role are determined by a rota. Whilst we try 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) or wish to work part-time. We currently schedule our people between the hours of 7:30am and 6pm, Monday to Friday however, please be aware that this can change subject to business need. 

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.

Pre-employment Checks

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.

If you would require a Certificate of Sponsorship from the VOA to undertake this role, please contact resourcingteam@voa.gov.uk before submitting your application.

Reasonable Adjustment

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a reasonable adjustment or a change to be made so that you can make your application, please click here for more information:

Reasonable Adjustments , Civil Service Careers (civil-service-careers.gov.uk) and contact voarecruitment.grs@cabinetoffice.gov.uk as soon as possible.

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.

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.

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.