About the job

Job summary

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. We offer access to a whole host of learning and development opportunities to support your career development.

We’re looking for talented people who are eager to contribute to vital public services and assist us to deliver taxation and benefits support to the government and local authorities. Your skills and experience will enable us to provide an efficient, effective service right at the heart of the public interest.

 At the heart of the agency, we are committed to providing our people with a work environment which is accommodating and accessible to all and which values diversity and inclusion in everything we do.  We encourage our people to bring their whole selves to work by providing a culture that values different perspectives to help tackle complex problems, promote innovation and deliver stronger decision making in a safe and supportive environment. We therefore welcome applicants from a diverse range of backgrounds to join our organisation and enable us to be representative of the communities we serve.

Job description

Quality Coach – Role Overview

As a Customer Service Centre (CSC) Quality Coach, you will work as part of the CSC Quality Team selecting customer cases for independent quality assurance in line with the VOA Quality Assurance Framework.  You will understand risk-based quality assurance, be alert to current quality risks and be able to select cases based on these risks. You will have the competency and knowledge to complete a full and impartial assessment of selected cases. You will determine if the required quality standards have been met in relation to the business activity, guidance instructions have been complied with and a quality service delivered to the customer. You will have the ability to explain clearly, verbally and in writing how decisions on the quality of the cases have been reached. You will provide constructive feedback on the outcome of every assessment, recognising positive achievement. Where the quality standard is not reached, you will provide coaching interventions to individuals and, where required, in a team environment, you will actively promote a once and done approach (‘right first time every time’).

Job Title – Key responsibilities

 Within your role you will:

• Analyse management information using the Quality Database and other data sources to:
  • identify the root causes of error.
  • collate and prepare statistical information.
  • identify and highlight error tends and areas of concern.
  • inform learning.
  • report to managers.
• Establish and maintain effective and collaborative relationships with key stakeholders and colleagues.
• Have knowledge of instructions, processes and systems of the product line being quality assured.
• Constructively challenge inconsistencies, ambiguity and gaps in guidance, learning products and systems. Commission improvements to drive great Customer Service.
• Prevent re-work and avoidable contact, by proactively delivering timely coaching interventions.
• Participate in calibration meetings to ensure consistent application of standards, discuss outcomes and highlight error trends.
• Network and share best practice with colleagues.
• Be an advocate for the customer, understanding and highlighting the impact of non-compliance on the customer experience.
• Understand process and journey points. Apply quality assurance standards in line with guidance.
• Take ownership for keeping up to date on the relevant policy and processes.

Person specification

We are looking for someone with strong analytical skills and the confidence to identify error, constructively challenge inconsistencies, and handle difficult conversations with impartiality and integrity. The successful candidate will have strong people skills with the ability to coach individuals and teams to deliver an excellent customer service. As a Quality Coach you will have excellent communication, prioritisation and organisational skills as well as the ability to build productive working relationships with a wide range of colleagues and key stakeholders.

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

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.
• The ability to challenge constructively and provide impartial feedback, verbally and in writing.
• Proven coaching skills to overcome quality barriers and improve customer service.
• A strong team player, with the ability to influence and build lasting and collaborative working relationships. 
• A flexible outlook and approach.

 Desirable Requirements

• Recent knowledge of risk-based quality assurance activities.
• An understanding of issues impacting quality and customer experience. 

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.
• The behaviour example as listed above, maximum 250 words per behaviour.

Sift - 9th January 2024 - Please note these dates are provisional and may be subject to change.

• We will assess you on your Personal Statement and the lead Behaviour, Managing a Quality Service.

Should a large number of applications be received, an initial sift may be conducted using the behaviour example, Managing a Quality Service. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

Interviews -  W/C 29th January 2024 - Please note these dates are provisional and may be subject to change. These will be confirmed should you be invited to interview

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.

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.

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.

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 voarecruitment.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 as standard.

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.