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Operational Manager - Customer Service Centre

Job details
Posting date: 25 June 2025
Salary: £29,494 per year
Hours: Full time
Closing date: 09 July 2025
Location: Cardiff
Company: Government Recruitment Service
Job type: Permanent
Job reference: 411554/1

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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.

Operational Manager – Customer Service Centre – 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 you will play a crucial role leading our colleagues to support our customer’s needs and upholding the agency’s reputation.

We are looking for someone who has a real passion for providing an exceptional Customer Service and is able to work at pace. The Operational Manager should have a good understanding of their own work area, using their ability and flexibility to switch between various tasks at short notice. You’ll be flexible and adaptable but above all personable with the ability to put the needs of our customers first.

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

https://youtu.be/CAPxCn3yF0Q?si=mD-ljGtMDofEA5g7

Operational Manager – Customer Service Centre – Key responsibilities

  • Proactively Lead and develop a team of AO’s, communicating effectively and supporting them through change.
  • Support and manage your team’s performance, by closely monitoring both timeliness and quality metrics, and having meaningful performance conversations with teams and individuals around personal development.
  • Working collaboratively with others, including HEO hub leads, other EO Line Managers, the team, and various stakeholders.
  • Plan and organise work and record activity using online systems.
  • Work with other managers to prioritise and make best use of all resources to deliver our work, allocating work within the team to ensure service levels and targets are achieved.
  • Support and coach your team to ensure they have the right skills and knowledge needed for their job.
  • Foster an environment on your team to create an engaged and focus workforce that feel valued.
  • Deal quickly and effectively with any management issues using Agency HR policies and procedures, sometimes delivering difficult messages.

Proud member of the Disability Confident employer scheme

Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

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