Real Time Officer

2 weeks ago

Durham, United Kingdom Valuation Office Agency Full time

**Details**:
**Reference number**:

- 301262**Salary**:

- £26,018- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- VOA - Business Functions - Customer Service Centre**Type of role**:

- Operational Delivery**Working pattern**:

- Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- DurhamAbout the job

**Job summary**:
The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. We will provide you with access to a whole host of learning and development opportunities to support your career development.

At the heart of the agency, we are committed to providing our people with a work environment which is accommodating and accessible to all. We value diversity and inclusion and prioritise equality in everything we do. Our people are encouraged to bring their whole selves to work within a culture that values different perspectives to help tackle complex problems, promote innovation, and deliver stronger decision making, in a safe and supportive environment. Applicants are welcomed from a diverse range of backgrounds to join our organisation as this enables us to be representative of the communities that we serve.

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.

**Job description**:
The Real Time Officer is accountable for ensuring that the Customer Service Centres (CSC) have the right people, with the right skills, in the right place at the right time in order to achieve agreed service levels.

Achieving this includes:

- Working collaboratively with the Telephony Manager, Scheduling Manager, Operational Line Managers and Telephony Agents to ensure adherence to the forecasted working patterns by proactively monitoring all real time activity, utilising Odigo reporting and any other means available to them.
- Using IT tools, monitor real time call traffic for the various Service Lines within the CSC to ensure service level targets are met at a CSC level.
- Monitor availability of suitably skilled staff to meet workforce requirements. Take appropriate timely action where unexpected resource levels are identified or where call volumes differ from forecast, liaising with Telephony Team Leaders, Managers, and site colleagues, to ensure enough suitably skilled staff are made available when required.
- Ensure the required daily staffing information is reported to the Telephony Manager within agreed timeframes, and feed real time requests for schedule changes into the Scheduling Manager as appropriate and in the agreed format.
- Highlight any risks to service level at the earliest opportunity and escalate issues to the Telephony Manager, Telephony Team Leaders & Site Manager where appropriate. Feedback anomalies and non-adherence issues to Telephony Manager, Telephony Team leaders and site colleagues.

**Person specification**:
**Essential Requirements.**
- Excellent communication skills and the ability to build collaborative working relationships across the CSC and with wider stakeholders.
- Strong problem solving and analytical skills with an eye for detail.
- The ability to analyse Management Information, highlighting future delivery challenges and potential solutions to prevent impacts on customer service.
- A flexible approach with the ability to work to tight deadlines with changing and challenging priorities.
- Experience of working in a customer focused environment, with experience of Customer Contact work.
- Good working knowledge of Excel spreadsheets.

**Desirable Requirements**
- Willingness to travel (when permissible).

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Working Together
- Delivering at Pace
- Making Effective Decisions

**Benefits**:

- Alongside your salary of £26,018, Valuation Office Agency contributes £7,025 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.The VOA operates a Flexible Working policy, allowing you to balance your work and personal commitments.

The VOA also operates Hybrid Working - your role will be a combination of office and home working.

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 approximately 27% of their salary. Please click on this link for further information Civil Service Pension
- _Family friend

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