Customer Communications Lead

7 months ago

Newcastle upon Tyne, United Kingdom Valuation Office Agency Full time

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

- 323574**Salary**:

- £40,185- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- VOA - Experts - Communications Team**Type of role**:

- Communications / Marketing**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, Cardiff, Durham, Leeds, Manchester, Newcastle-upon-Tyne, Norwich, PlymouthAbout the job

**Job summary**:
The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. Our business rate and Council Tax valuations typically underpin more than £60 billion of local government taxation, funding vital public services.

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 deal with hundreds of thousands of customers every year, supporting them with various queries, and we’re always looking to improve the service we provide.

Your skills and experience will enable us to provide an efficient, effective service right at the heart of the public interest. We 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**:
**Customer Communications Lead - Role Overview**

You will be a skilled writer who is passionate about delivering excellent customer service. You will be responsible for making sure our content focuses on customer needs and uses the right language, tone and messaging. You will be interested in understanding and working with the business to improve customer journeys and you will be adept at turning complex technical language into clear, concise and empathetic copy.

You will be confident in building collaborative relationships and advising colleagues at all levels, including operational and technical specialists. You will use insight to underpin your approach and not be afraid to challenge.

You will champion high standards and provide support to colleagues to adopt our customer correspondence guidance. This includes delivering training, identifying where further improvements can be made and monitoring the impact of the changes we introduce.

**Customer Communications Lead - Key Responsibilities**
- To promote and maintain high standards for customer communications across the business, including developing guidance and delivering training for colleagues.
- To develop communications products and guidance for customers on key programmes of work, including implementation of changes to the business rates system.
- To build and maintain effective partnerships across teams and specialisms to secure buy-in for your work.
- To understand how we communicate with customers along the whole customer journey and identify opportunities for improvements.
- To gather insight, evidence, and best practice from the business and beyond to inform our approach to customer communications.
- To evaluate and report on the impact of your work.

**Person specification**:
**Essential Criteria**
- Understanding of writing standards and the ability to champion and embed these across the business.
- Copywriting experience with the ability to produce customer-focused content for a range of external channels.
- Able to use insight and evaluation to inform your approach.
- A strategic mindset and the ability to build strong relationships with internal and external stakeholders.
- Experience of working to deadline in a fast changing, complex and sensitive environment.
- Able to translate complex information into clear and compelling messages.
- Strong negotiation and influencing skills with people at all levels.

**Desirable experience**
- Experience of delivering training or engagement sessions.
- Some knowledge of the taxation sector and current government priorities and agenda.
- Experience of working in a professional communications role.

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

- Changing and Improving
- Communicating and Influencing
- Managing a Quality Service
- Changing and Improving

**Benefits**:

- Alongside your salary of £40,185, Valuation Office Agency contributes £10,850 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

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