Customer Service Officer - Customer Service Centre

About this job

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.

Role Overview – The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency.

As a Customer Service Officer, you will play a crucial role in supporting our customers to ensure every customer receives a positive experience of the VOA. This is a varied and fast‑paced role; a typical day could involve handling a variety of customer calls, from providing guidance to a small business owner on business rates or responding to a query on Council Tax.

We prioritise speaking to our customers via the telephone. The successful candidate will receive full call‑handling and technical training to give you the confidence and ability to help our customers. You will also have the opportunity to handle customer enquiries via other communication channels and carry out a range of data processing and administrative tasks to support operational functions.

This is a dynamic role where no two days are the same, requiring you to work at pace in a busy environment. While it can be challenging, you will always have colleagues and managers on hand to support you and help you develop valuable experience in problem solving, resilience and customer service skills.

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

• Providing excellent customer service primarily via telephone, and through email and written correspondence.
• Gathering information and ensuring our customers provide all necessary information correctly.
• Assisting customers with advice based on their query and managing customer expectations through clear communication.
• Providing assistance including explaining procedures or policies, supporting customers to understand our processes and justifying decisions.
• Performing general administration and data processing tasks, including using our tools and databases to gather and analyse data.
• Recording information on appropriate systems, including documenting customer interactions accurately.

Proud member of the Disability Confident employer scheme.

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