Contact Lead

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

- 402966

**Salary**:

- £42,194
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Senior Executive Officer

**Contract type**:

- Permanent

**Business area**:

- VOA - Business Functions - Customer Service Centre

**Type of role**:

- Contact Centre
Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Durham, Plymouth

**About the job**:
**Job summary**:
The Valuation Office Agency (VOA) are the public sector’s 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**:
**Contact Lead - 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 your leadership will play a pivotal role in ensuring their needs are met while upholding the VOA's reputation for professionalism and excellence.

This is an exciting opportunity to lead the development of the strategic direction for customer contact within the Customer Service Centre, identifying opportunities to align with industry best practices and influence agency-wide customer service initiatives. Your ability to build strong relationships, manage performance, and drive continuous improvement will be critical to ensuring we meet operational goals and maintain exceptional service standards

For an insight into working for The Customer service Centre within the VOA, please click on the video link below.

You’ll oversee key functions, including forecasting, scheduling, and real-time operations, while using data-driven insights to inform strategic decisions and improve customer service delivery.

**Contact Lead - Key responsibilities**
- To lead the CSC Customer Contact Function at a strategic level, leading the Forecasting and Scheduling team and overseeing the management of the Real Time Operation.
- Build collaborative relationships with key stakeholders from across the wider agency and other government departments, identifying opportunities to continually improve, share best practice, striving to progress and align the business with industry standards.
- Build strong relationships with Customer Strategy Teams and wider stakeholders to allow a greater understanding of the wider impacts of customer contact and influence Agency wide customer service projects.
- To identify strategic opportunities to improve customer service delivery in the Customer Contact arena, engaging with internal and external stakeholders to successfully implement change.
- Lead CSC customer contact performance, supporting the Unit Head, Grade 7 site leads and the Performance Lead to ensure operational goals and customer service aspirations are met.
- Work in partnership with the Performance Lead and the Customer Insight and Quality Lead to ensure performance and quality measures across customer contact functions are understood and delivered.
- Working closely with other Senior Leaders across the VOA to horizon scan and identify issues impacting the wider business, providing clear guidance and accurate advice based on relevant management information to ensure timely resolution.
- Identifying risks and escalating issues to the appropriate level, ensuring appropriate mitigating action is taken and followed up until an acceptable resolution is found.
- Build a strong relationship with the CSC Leadership Teams to drive continual improvement to our business and service offering.
- Use accurate Management Information to identify high level trends and patterns, adjusting future plans and inform strategic direction.
- Ensure accurate forecasting & scheduling of resource across the CSC, maximising the use of resource to maintain service levels.
- Oversee the gathering and interpretation of accurate Management Information, producing beneficial summaries of current performance and future challenges

**Person specification**:
**Essential Requirements**
- Proven leadership experience in a fast paced and multi-faceted customer focussed environment including recent work in a Customer Contact Centre environment.
- Experience of working collaboratively with geographically dispersed teams to successfully deliver a