Customer Service Officer - Valuation Office Agency - Durham (1 position available)

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Job Description

This role at The Valuation Office Agency (VOA) is available specifically to people who served in the Armed Forces, OR be in your resettlement period and due to leave the Armed Forces within a reasonable time frame OR Military Spouse/Partner: Your current partner must still be serving OR was discharged within the last 12 months.

We want you to join us, learn new skills and bring your experience to our organisation. We believe that everyone has the potential to make a difference, and we want to ensure that all our staff are equipped with the knowledge and skills to do so. As part of your employment, you will have access to a range of learning and development, and a buddy who can help you to understand the Civil Service and enable you to make the most of the opportunities it offers.

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. 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.

Organisation

The Valuation Agency

Job Title

Customer Service Officer

Job Grade

Administrative Officer (AO)

Positions available

3

Salary

£24,330

Location

Plymouth x 2

Durham x 1

Contract Length

12 months with possibility of extension/permanency.

Hours

Average of 37 hrs per week.

Mon-Friday flexible shift working between 7:30am and

6pm

About the job

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

As Administrative Officers we play a crucial role supporting our customers’ needs and doing our best to give every customer a positive experience of the VOA. The role is really varied and on a typical day we could be doing anything from providing guidance to a small business owner on business rates and writing a response to a question on council tax, to helping a frustrated customer solve an issue with their bill and completing casework relating to stamp duty land tax.

Our work prioritises speaking to customers over the phone but we receive training on a variety of tasks to make sure we’re always able to help with the most urgent activities. It’s a busy role that can be challenging at times but the satisfaction you get from supporting customers makes it really rewarding. There’s also always someone around to help as we work in big, open plan offices so you’re never far away from a colleague or manager who can offer support.

Main Duties:

  • ●Providing excellent customer service via telephone, email and written correspondence.
  • ●Ensuring that customers provide all necessary information and providing them with clear advice based on their query.
  • ●Providing assistance including explaining procedures or policies, supporting customers to understand our processes and justifying decisions.
  • ●General administration including using our tools and databases to gather and analyse data.

    We are looking for candidates who can:

    We are looking for someone with good communication skills who’s passionate about customer service and enjoys the challenge of speaking directly with customers. Quality is central to everything we do here in the CSC and so you should be a performance driven individual motivated to meet targets and deliver against goals. To thrive as part of our CSC team you’ll be flexible, adaptable and above all willing to work as part of a team to respond to ever-changing priorities at pace, always putting the needs of the customer first.

    Essential criteria

  • ●Customer focussed with a passion for providing high quality service.
  • ●Good listener with the ability to communicate with different types of people with a range of needs.
  • ●Flexible and able to switch between different types of work as needed.
  • ●Resilient with the ability to have difficult conversations and work at pace.
  • ●Goal orientated individual who enjoys working in a target driven environment.

 

Application Details

To apply we will need:

  • ●A completed Expression of Interest form
  • ●A copy of your CV

This should be sent via e-mail to GFIE@cabinetoffice.gov.uk

Requirements and Timeline

Informal conversations with candidates (in person) are expected to take place in May and it is hoped that successful candidates start in July following successful security checks.