Real Time Officer

Posting date:	02 October 2025
Salary:	£30,674 per year
Hours:	Full time
Closing date:	16 October 2025
Location:	Plymouth
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	430499/1

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.

Real Time Officer – Customer Service Officer - Role Overview

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

The 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.

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

Key responsibilities

• Work collaboratively with the Contact Manager, Scheduling Manager, Operational Managers, and advisors 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.
• Use IT tools to monitor real time call traffic for the various Service Lines within the CSC to ensure VOA service level targets.
• 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 Hub Managers, Team Leaders, and site colleagues, to ensure enough suitably skilled staff are made available when required.
• Ensure the required daily staffing information is reported to the Contact 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 Contact Manager and Operational Managers where appropriate. Feedback anomalies and non-adherence issues to the Contact Manager, Operational Managers, and site colleagues.

Proud member of the Disability Confident employer scheme

About 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.