Customer Service Officer

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

- 382088

**Salary**:

- £26,734
- A Civil Service Pension with an employer contribution of 28.97%

**Job grade**:

- Administrative Officer

**Contract type**:

- Permanent

**Business area**:

- VOA - Customer Service and Support - Customer Service Centre

**Type of role**:

- Contact Centre

**Working pattern**:

- Full-time, Part-time

**Number of jobs available**:

- 48

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**:
**Customer Service Officer - Role Overview**

The Customer Service Centre 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.

Check out our video to hear more from us on why you should become part of our CSC team.

Inside the Valuation Office Agency - customer service careers - YouTube

**Customer Service Officer - Key responsibilities**
- 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.

**Person specification**:
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 Requirements**
- 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.

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

- Managing a Quality Service
- Making Effective Decisions

**Technical skills**:
We'll assess you against these technical skills during the selection process:

- As part of the interview you will be asked technical questions aligned to the operational delivery profession.

**Benefits**:

- Alongside your salary of £26,734, Valuation Office Agency contributes £7,744 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We offer a range of flexible working options, a generous leave allowance that starts at 25 days and goes up to 30 days after 5 years’ service and a Civil Service Pension with an average employer contribution of 28.97%.
- Learning and development tailored to your role.
- An environment with flexible working options.
- Family friendly policies including 26 weeks full pay for maternity, adoption or shared parental leave.
- Employee Assistance Programme of