Job summary

The Valuation Office Agency (VOA) are the public sector�s property valuation experts and advisers. We offer a whole host of learning and development opportunities to support your career development.�

We�re looking for talented people who are eager to contribute to vital public services and assist us to deliver taxation and benefits support to the government and local authorities. Your skills and experience will enable us to provide an efficient, effective service right at the heart of the public interest.

At the heart of the agency, we are committed to providing our people with a work environment which is accommodating and accessible to all and which values diversity and inclusion in everything we do.� We encourage our people to bring their whole selves to work by providing a culture that values different perspectives to help tackle complex problems, promote innovation, and deliver stronger decision making in a safe and supportive environment. We therefore welcome applicants from a diverse range of backgrounds to join our organisation and enable us to be representative of the communities we serve.

Job description

The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency.

You will pay a crucial role supporting our customers� needs and upholding the agency�s reputation through your excellence in telephony, email, and written correspondence.

Working with internal and external customers, you�ll ensure they receive a prompt, efficient and effective service enhancing their overall experience.�

We are looking for someone who has a real passion for providing an exceptional Customer Service and is able to work at pace.� You�ll be flexible and adaptable but above all personable with the ability to put the needs of our customers first.

Key Responsibilities:

  • Providing excellent customer service mainly via telephone and on occasions email and written correspondence.
  • Providing telephone support to our customers ensuring that they are content and understand our processes.
  • Ensuring that customers provide all necessary information and providing them with clear advice based on their query
  • Providing assistance including explaining procedures or policies, giving reasons for enquiries and justifying decisions.
  • Allocating work to others in your team including quality assurance.
  • General Administration including using our tools and databases to gather and analyse data.
  • Person specification

    We are looking for an individual with a willingness to contribute to the Customer Service Centre and exceptional verbal communication skills.

    It�s not necessary for you to have experience in this area but you�ll be passionate about providing a high level of service and be a great team player.

    Essential Requirements

  • Customer focussed with strong customer service skills learned in a previous customer facing role.
  • Communication Skills � The ability to communicate with different types of people with a range of needs.
  • Excellent listening skills.
  • Good keyboard skills.
  • Working knowledge of Microsoft Word, Excel, and Outlook.
  • Willingness to learn new process and a positive attitude to work and the workplace.
  • Behaviours

    We’ll assess you against these behaviours during the selection process:

  • Communicating and Influencing
  • Making Effective Decisions
  • Benefits

    The VOA operates a Flexible Working policy, allowing you to balance your work and personal commitments.

    Commitment to Diversity and Inclusion � Here at the VOA we are proud to be recognised as a Disability Confident employer and were recently recognised as one of the top 75 employers for social mobility.

    We offer a generous leave allowance that starts at 25 days and goes up to 30 days after 5 years� service.

  • Pay � In the last few years, we have increased both the minimum and maximum pay points for everyone in the VOA.
  • Pension – We make contributions to our colleagues� Alpha pension equal to at least 26% of their salary. Please click on this link for further information
  • Family friendly policies � Our maternity, adoption or shared parental leave encompasses 26 weeks with full pay followed by 13 weeks statutory pay and a further 13 weeks unpaid at your discretion. We also offer paternity leave of 4 weeks at full pay.
  • Personal support � We offer extensive special leave to help balance your life and work commitments, a variety of non-financial rewards (including a Cycle to Work scheme of up to �4000) and we work with professional providers to provide occupational health and full mental and physical wellbeing services.
  • Coaching and development � We are committed to continuous professional and personal development. You will be supported by colleagues with a wealth of knowledge and experience to continually grow in your role.
  • Essential Equipment -VOA will support�everyone to get additional essential kit and equipment, to make sure they have a suitable and safe home working environment.
  • Download the Employee Value Proposition for full details of the benefits of being a VOA employee at: