Contents Location About the job Benefits Things you need to know Apply and further information Location Birmingham, Bristol, Cardiff, Durham, Exeter, Liverpool, Manchester, Plymouth, Preston, Swansea, Wrexham About the job Job summary The Valuation Office Agency (VOA) are the public sectors property valuation experts and advisers with a vision to be a world-leading provider of public sector valuations. 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 Customer Experience Delivery Lead Role Overview The Valuation Office Agency is recruiting for a Customer Experience Delivery Lead to join the Customer Experience Delivery Team in the Operational Excellence directorate. You will work alongside SEO Senior Customer Experience Delivery Leads to support the development and delivery of customer experience improvements across the VOA. You will be working towards the Agencys 5 year customer and channel strategy to meet one of the agencys strategic objectives of delivering an excellent customer experience. The role holder will become an expert on customer experience, able to develop on proven customer experience knowledge and apply this to make tangible impact on shaping the VOAs customer journey. You will have the chance to expand your network and gain invaluable experience in stakeholder management across all directorates by providing sound advice to business units, ensuring that a strong customer focus is embedded within the Agency. The team has potential growth where there may be future opportunities to gain and develop line management responsibilities. Customer Experience Delivery Lead Key responsibilities The Customer Experience Delivery Lead will work with stakeholders across all directorates to compile and maintain plans which track the status of existing and upcoming customer improvement activities in each business area. They are responsible for maintaining the cross-agency customer delivery plan enabling the team to have a strategic overarching view of all activities taking place across the agency impacting on customers. They will form good relationships with these stakeholders and will regularly analyse the activities on the tracker to establish gaps and duplications, and to look for opportunities to implement further customer experience improvements. Where opportunities or risks have been established, they will analyse options and put forward solutions for consideration by the Senior Customer Experience Delivery Leads, the Customer Experience D elivery and Local Authority Engagement Team Leader. The role holder will support the Senior Customer Experience Delivery Leads by leading on some pieces of customer experience delivery work. They will report to the Senior Customer Experience Delivery Lead and will escalate issues where necessary. Work alongside another Customer Experience Delivery Lead providing the secretariat duties for the Customer Experience Delivery Group. There may be a need for occasional travel across the UK with some overnight stays required to support business needs. Person specification We are seeking a Customer Experience Delivery Lead who is experienced in working effectively within a team and has the ability to build strong stakeholder relationships across all directorates at all levels. You will work pro-actively, effectively feeding information and putting forward recommendations to senior leaders. The successful candidate will have experience working within customer focused roles and in data analysis to allow them to seek out opportunities for change and improvement in customer experience. Essential Requirements Experience of working within a customer experience role with a keen customer focus and a great understanding of customer needs. Proven ability to understand aims, objectives and project principles to effectively deliver activities and ask pertinent questions to ensure milestones are met and activities are progressed. Strong analytical skills with the ability to recognise trends and themes. Excellent written and verbal communication skills, including the ability to summarise information in reports and communicate effectively across all directorates. The ability to deliver at pace and manage competing priorities. Excellent organisational and planning skills. Good Microsoft Office skills including experience in Microsoft Excel and PowerPoint. Other desirable criteria Working knowledge of organisation strategic drivers relating to customer experience and understanding of how they underpin various areas of work. Behaviours We'll assess you against these behaviours during the selection process: Managing a Quality Service Seeing the Big Picture Communicating and Influencing Benefits Alongside your salary of £35,738, Valuation Office Agency contributes £10,353 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. We offer a range of flexible working options, a generous leave allowance that starts at 25 days and goes up to 30 days after 5 years service and a Civil Service Pension with an average employer contribution of 28.97%. Learning and development tailored to your role. An environment with flexible working options. Family friendly policies including 26 weeks full pay for maternity, adoption or shared parental leave. Employee Assistance Programme offering comprehensive wellbeing support. To learn more about the extensive benefits we can offer you as a VOA employee please download our Benefits Booklet: VOA_benefits_booklet.pdf (publishing.service.gov.uk) 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 CV setting out your Job History and Previous skills and experiences. 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 - W/C 16th December 2024. We will assess you on your CV and Personal Statement. Should there be a large number of applicants, an initial sift will be made on Personal Statement against the two lead essential criteria: Experience of working within a customer experience role with a keen customer focus and a great understanding of customer needs. Proven ability to understand aims, objectives and project principles to effectively deliver activities and ask pertinent questions to ensure milestones are met and activities are progressed. Interviews - W/C 13th January 2025. 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 using Microsoft Teams Video. 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. Application Hints and Tips For more information on Success Profiles, tips on how to write a successful application and find out more about whats involved in the application process please visit About the application process, Civil Service Careers (civil-service-careers.gov.uk). Further Information 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. As part of the application process you will be asked to tell us which one of the locations available you can work in. Please be aware that you can be posted to any location that you put in your preferences. If you would only like to be posted to one location, please confirm one location only. Successful candidates must select one of the locations noted in this advert as their base office and will be expected to undertake regular travel to this location under the Agencys hybrid working policy. 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 The VOA is an office-based organisation that supports flexible working. By default, everyone in the VOA is a hybrid worker with options to work in the office, at home or out and about, depending on the work theyre doing that day and where its best done. 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. If you would require a Certificate of Sponsorship from the VOA to undertake this role, please contact resourcingteamvoa.gov.uk before submitting your application. 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.grscabinetoffice.gov.uk stating the job reference number in the subject heading. 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.grscabinetoffice.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. 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 candidate 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.grscabinetoffice.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. Use of AI You may utilise artificial intelligence (AI) tools and platforms to support you during the application process however, as with any application all information submitted must be factually accurate and all examples provided must be taken directly from your own experience. All presented information will be assessed at interview. Any applications where factual inaccuracy, plagiarism or copying of examples/answers from internet sources is detected will be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving internal candidates. Concerns/Complaints The Valuation Office Agencys recruitment processes are underpinned by the Civil Service Commissioners 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 Commissioners Recruitment Principles, you may make a complaint, by contacting the Central Recruitment Team at the following address: resourcingteamvoa.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. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Kayleigh Roberts Email : kayleigh.robertsvoa.gov.uk Recruitment team Email : VOARecruitment.grscabinetoffice.gov.uk Share this page Print Email Facebook Twitter LinkedIn GMail