Head of Complaints Resolution

Posting date:	10 October 2025
Salary:	£59,342 per year
Additional salary information:	National minimum: £59,342 London minimum: £65,047
Hours:	Full time
Closing date:	03 November 2025
Location:	Cardiff
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	431497/3

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.

Head of Complaints Resolution - Role Overview

As the Head of our Complaints Resolution team, you will have a vital role in helping the Agency improve its service, and in finding a resolution for those customers where we haven’t got it right.

You’ll lead a team of complaints managers to deliver a quality and customer-focused complaints service, resolving complaints fairly, transparently and efficiently whilst working in collaboration with colleagues across the Agency to do so. You will be expected to use and share complaints insight to shape how we deliver our services and to identify and feedback any emerging service issues to operational teams.

As a senior leader you’ll be accountable for the performance and direction of our complaints function. You’ll be joining at a pivotal time, as the Agency prepares to integrate into HMRC and you’ll be instrumental in working with HMRC’s complaints team to manage that transition smoothly. You will be part of the Agency’s Corporate Communications’ senior leadership team.

An experienced operational leader, with a track record of motivating teams and sustaining performance. You will be passionate about the customer and able to drive a culture of learning from complaints.

Key responsibilities

• Lead the development and day-to-day operational delivery of a quality, efficient and customer-focused complaints resolution service (during and following integration with HMRC).
• Use complaints data and insights to inform lessons learned and shape future operational and customer service strategies.
• Provide expert advice and challenge to senior leaders on emerging issues, risks, and customer insights.
• Ensure team is aligned to, and meets, cross-Government and regulatory best practice, standards and priorities around complaint handling and works collaboratively with external regulators.
• Lead and develop a high-performing team, based in multiple locations. This involves ensuring productivity, professional growth, resilience and wellbeing. Championing innovation and continuous improvement, embedding a culture of learning and accountability.
• Design and deliver workshops, training, and engagement events across the organisation to build capability and awareness.

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