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Quality Coach – Customer Service Centre
4 months ago
Job summary
The Valuation Office Agency (VOA) are the public sector�s property valuation experts and advisers. As one of the largest employers of surveyors in the country, 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
The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency.
We are looking for someone who has a real passion for providing an exceptional Customer Service, a keen eye for quality and a talent for coaching.
As a Quality Coach you will work as part of the CSC Quality team, playing a pivotal role in ensuring that our Customer Service Centre provides an outstanding service for our customers and maintains high standards of Customer satisfaction and Quality standards.
For an insight into working for The Customer service Centre within the VOA, please click on the video link below.
Job Title � Key responsibilities
Select cases for assessment based on a quality risk assessment approach, completing full and impartial assessments.Provide feedback and recommendations for improvement as well as delivering coaching interventions in a one to one and / or team environment.Analyse quality metrics to identify trends, patterns, and areas for improvement for both individuals and the team as a whole.Collaborate with Managers and Team Leaders to identify areas for improvement and develop action plans to enhance customer service quality and efficiency.Establish consistency and standardisation of service standards and ways of working across the teams, including aligned application of processes and systems.Person specification
We are looking for a candidate with a passion for delivering exceptional customer service and the ability to coach and support others to improve our quality standards and customer experience.
The successful candidate will remain flexible in their approach and outlook, remaining organised and able to prioritise work to deadlines.
Essential Criteria�
A passion for delivering a quality customer service, reducing error and championing a �once and done� approach.Strong analytical and problem-solving skills.Strong communication skills, using the appropriate communications methods to deliver clear, concise messages to colleagues and stakeholders including the ability to have challenging conversations.The ability to challenge constructively and provide impartial feedback, verbally and in writing.Strong people skills with the ability to coach individuals and teams to deliver an excellent customer service.A strong team player, with the ability to influence and build lasting and collaborative working relationships.Behaviours
We'll assess you against these behaviours during the selection process:
Managing a Quality ServiceLeadershipCommunicating and InfluencingBenefits
Alongside your salary of �28,360, Valuation Office Agency contributes �7,657 towards you being a member of the Civil Service Defined Benefit Pension scheme. 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 offering comprehensive wellbeing support.To learn more about the extensive benefits we can offer you as a VOA employee please download our Benefits Booklet: