Contents Location About the job Benefits Things you need to know Apply and further information Location Plymouth 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 Site 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 customers needs and upholding the agencys reputation. The Site Lead is a key member of the units Senior Leadership team and will support the Unit Head in leading a customer service focussed workforce to ensure that performance delivery targets and objectives are met. As a key member of our leadership team, youll bring your passion and enthusiasm for leadership to develop our future leaders, identifying opportunities for development, growth, and improvement. Having the ability to engage with a diverse range of people, you will respect and appreciate what makes people different, to support and inspire the VOA to be a great place to work, whilst being a visible on site leader. Through your motivational skills, youll empower your team to be the best version of themselves, building individual confidence, capability, and growth mindsets. This will include working closely with your team members, providing feedback, coaching, guiding, and implementing development plans. 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 Site Lead Customer Service Centre Key responsibilities Reporting to the CSC Unit Head, you will Lead teams and managers in an operational environment, supporting them to understand and make best use of performance metrics, development plans and quality measures. Working collaboratively with the wider Senior Leadership Team, you will manage operational resource and workforce planning to meet business need, whilst also being mindful of our responsibility to meet the needs of our external stakeholders. Direct responsibility for managing teams across Cardiff and Plymouth CSC; recognising and dealing with management issues and resolving them quickly and effectively applying the correct HR principles and escalating where appropriate. Creating and promoting an inclusive working environment that values everyone for their individual contributions and encouraging strong working relationships in a hybrid and remote working environment. Engaging and supporting the team through change by communicating the need for change, identifying, and promoting potential benefits, and ensuring the team are involved in the development of plans. Being pro-active in managing risks, anticipating issues, and understanding underlying causes before providing solutions. Person specification Essential Requirements Strong leadership skills with experience of leading teams in a fast-moving operational environment, supporting teams, and managers. This will include large multi-faceted teams to understand performance metrics and how they can contribute to our collective progress whilst maintaining customer excellence and quality standards. The ability to monitor the operational performance of the team against strategic targets and objectives, identifying issues, and making recommendations on action to be taken. The role will require the ability to analyse and forecast risks, proposing solutions to prevent issues becoming problems. Strong line management and leadership skills including the ability to build rapport quickly and provide clear direction and expectations in a busy operational environment. You will do this while also being able to effectively coach, guide and develop colleagues and empower individuals to achieve their potential. Championing Customer Service and continuously improving our customer service provision. Having the ability to react to changing customer demand with an adaptable and proactive approach. A clear understanding and experience of applying attendance management, performance management and wider HR policies. An awareness of the signs and symptoms of mental, physical, and social issues and be mindful of the teams work-life balance whilst ensuring hybrid working is being considered for the business and individual. The ability to engage and support teams through change by communicating the need, identifying, and promoting benefits, whilst inspiring and motivating to ensure change lands safely. Ensuring the team feel involved in the development of plans creating the ability to identify and mitigate against future problems. Excellent communication and organisational skills, with an ability to collaborate confidently with people at all levels and build positive relationships among key stakeholders to achieve solutions. Behaviours We'll assess you against these behaviours during the selection process: Leadership Communicating and Influencing Delivering at Pace Managing a Quality Service Benefits Alongside your salary of £57,363, Valuation Office Agency contributes £16,618 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: 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 outlined in the advert when providing your answer. Sift (13/02/2025) We will assess you on your CV and Personal Statement. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview. Interviews (27/02/2025) 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 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. 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 : Julie Holmes Email : Julie.holmesvoa.gov.uk Recruitment team Email : VOARecruitment.grscabinetoffice.gov.uk Share this page Print Email Facebook Twitter LinkedIn GMail