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.
Quality Lead - 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 customer’s needs and upholding the agency’s reputation.
As CSC Quality Lead you will work alongside the CSC Quality and Customer Improvement Lead to continue to embed and review the CSC Quality Strategy. You will ensure compliance with quality standards and support the CSC to deliver an excellent customer service.
You will work supportively and collaboratively with CSC colleagues, Quality Coaches and Operational Leaders to build a consistent approach, engaging with wider colleagues across the VOA in the quality space.
You will monitor and report quality standards against key performance indicators across all CSC workstreams, working with colleagues to identify continuous improvements aligned to the Quality Strategy and lead on these improvements.
For an insight into working for The Customer service Centre within the VOA, please click on the video link below.
Quality Lead - Customer Service Centre – Key responsibilities
* Working with the CSC Quality and Customer Improvement Lead, to monitor the Quality Strategy across the CSC. Working collaboratively to support the implementation of policies, processes, and procedures to support and improve quality outcomes.
* Continually evaluate the current Quality Strategy and processes in place to make sure they meet current business objectives, operational needs, and customer requirements.
* Recognise and access the challenges faced by the CSC in the quality arena, taking action to mitigate risks and working collaboratively with colleagues to identify opportunities to improve.
* Inspire cultural change and enhance quality outcomes in line with VOA strategic goals, implementing new processes and systems where appropriate.
* Champion continuous improvement quality activities across CSC workstreams, engaging with Quality Coaches, Subject Matter Experts (SME) and Customer Journey Owners (CJO) to identify and progress changes.
* Produce regular reports on Quality activities for the Unit Manager and Senior Leadership Team, ensuring accurate and timely reporting of the relevant Key Performance Indicators.
* Work collaboratively with key stakeholders to facilitate delivery and compliance with the Quality Strategy.
There will be a need for occasional travel across the UK with some overnight stays required to support business needs.
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