Contents Location About the job Benefits Things you need to know Apply and further information Location Durham 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 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 customers needs and upholding the agencys reputation. We are looking for someone who has a real passion for providing an exceptional Customer Service and is able to work at pace. The Operational Manager should have a good understanding of their own work area, using their ability and flexibility to switch between various tasks at short notice. Youll 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?simD-ljGtMDofEA5g7 Operational Manager Customer Service Centre Key responsibilities Line management to teams of EO's/AO's Resource planning and deployment, including forecasting of work and accurate recording of Activity Monitoring and Costing data Manage work allocation across the Unit with other Managers to re-align work to meet business needs, ensuring most efficient use of resource across the Unit To recognise and deal with management issues within the team and resolve them quickly and effectively applying the correct HR principles to process and escalating where appropriate. To create and promote an inclusive working environment that values everyone for their individual contributions. To engage and support the team through change by communicating the need for change, identifying and promoting potential benefits, and ensuring the team feel involved in the development of change plans. There may be a need for occasional travel across the UK with some overnight stays required to support business needs. Person specification We are looking for a candidate with strong organisational and planning abilities to successfully manage a team and ensure effective business performance. The successful candidate will take a proactive approach to work in order to prevent and mitigate risks with the ability to effectively work at pace. As an Operational Manager, the ability to work effectively within a team is essential, communicating clearly to manage competing priorities. Essential Requirements Demonstrate strong leadership with the ability to build a strong sense of team by effectively engaging and influencing others. The ability to motivate the team to deliver its objectives, and continuously improve individual and business performance. Ability to work in a team environment and have the flexibility to switch, at short notice, between the various duties outlined. Consideration of the teams work-life balance, including reassessing workloads and priorities regularly to reduce the risk of stress and burnout to individuals. A clear understanding of managing attendance, and wider HR, policies. The ability to support individuals to improve their performance and provide constructive feedback. The ability to communicate effectively with a broad range of people both orally and in writing. Desirable Requirements Previous management experience. Knowledge of Continuous Improvement. Behaviours We'll assess you against these behaviours during the selection process: Leadership Managing a Quality Service Communicating and Influencing We only ask for evidence of these behaviours on your application form: Leadership 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 employer contribution of 28.97%. 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: 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 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 examples as listed above, maximum 250 words per behaviour. Sift - 28th January 2025. Please note this date is provisional and may be subject to change. We will assess you on your Personal Statement and Behaviour example. 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 - W/C 17th February 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 Face to Face. We will provide more detail if you are shortlisted for interview. We will assess you on the Behaviours listed in the job description, Strengths and a 10-minute presentation. 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. Presentation You will also be required to conduct a 10-minute presentation. Information on the presentation topic will be provided to you if you are shortlisted for interview. The presentation will be followed by a 5-minute Q&A Please note that no IT will be available on the day. 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 As part of the application process you will be asked to tell us which of the locations available you can work in. You will be able to specify up to 1 options. 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 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. With this role wed be looking for colleagues to work 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. We will discuss this working pattern further with those wishing to work part time. Once we feel you are able to operate effectively without help youll 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. 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 3-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 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 : CSC Recruitment Team Email : cscrecruitmentteamplymouthvoa.gov.uk Recruitment team Email : VOARecruitment.grscabinetoffice.gov.uk Share this page Print Email Facebook Twitter LinkedIn GMail