The Valuation Office Agency (VOA) are the public sector’s 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.
Customer Experience Manager – Role Overview
The Valuation Office Agency is recruiting for a Customer Experience Manager to join the Customer Service Centre in Plymouth.
You will work alongside our Customer Experience Manager in our Durham office to support the development and delivery of customer experience improvements across the unit. You will be working towards the Agency’s 5-year customer and channel strategy to meet one of the agency’s strategic objectives of delivering an excellent customer experience.
The role holder will have the chance to expand their network and become an expert on customer experience, able to develop proven customer experience knowledge and apply this to make tangible impact on shaping the VOA’s customer journey.
Customer Experience Manager - Key responsibilities
The role will primarily focus across supporting Council Tax and Market Information Team customer experience in Plymouth, working in conjunction with the existing CSC Customer Experience Manager in Durham to collaborate across best practice and customer experience improvements.
* The candidate will work with Unit Senior Management Team and wider Unit to research and respond to request for information and timelines relating to complaints, and MP correspondence, in Unit Referral Forms from Complaints Investigation Team and co-ordinate timely responses to Expressions of dissatisfaction in Unit.
* Handling customers in distress within CSC contact working with team leaders and wider unit colleagues to resolve customer stress and provide after call support for call advisors when dealing with calls of this nature.
* Provide Feedback, ensuring that Lessons Learned are captured from all appropriately identified cases. Capture themes and trends and share feedback constructively with those involved keeping accurate records throughout. Be proactive and encourage lessons being learned across the Unit and wider to drive improvements across all business areas by providing regular feedback at management meetings. Engage with Complaints Investigation Team over lessons learnt, providing feedback and updates on progress.
* Disclosure – to provide support and advice to colleagues within the Unit/Business Stream on the provisions of the Freedom of Information Act, Commissioners for Revenue and Customs Act, GDPR and Environmental Information Regulations. To liaise with colleagues from Strategy to ensure all disclosure responses adhere to the guidelines set.
* Liaising with Customer Experience and Quality team on quality reviews and improving customer experience, as well as helping embed actions arising from the Customer Strategy in Units with teams on the ground (including any future agency application for Customer Excellence accreditation).
* To encourage innovation within the team to enable continuous improvement suggestions to be captured, evaluated, shared, and implemented.
* Additional duties – attend management meetings as required, undertake appropriate presentations to highlight customer experience issues.
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