Market Information Team Lead

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. 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 are committed to providing our people with a work environment which is accommodating and accessible to all, one which values diversity and inclusion in everything we do. We welcome applicants from a diverse range of backgrounds, who bring different perspectives, promote innovation, and enable us to be representative of the communities we serve.

Market Information Team Lead – 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.

Your role within the Customer Service Centre will be to become a trusted and reliable ally to the Reval and Market Information Team (MIT) Lead. You’ll be responsible for improving engagement, performance and quality across MIT teams, liaising closely with the Performance Lead and wider Senior Management Team providing advice to overcome challenges within the team. You’ll identify potential for business improvement, supporting the Customer Service Centre’s Efficiency Challenges year upon year.

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

Market Information Team Lead – Key responsibilities

• Build a strong relationship with Subject Matter Experts (SME), Operational Leads and a range of colleagues to drive continual improvement to our business and service offering.
  
• Work closely with Operational Leads as well as the Reval and Market Information Team (MIT) Lead to identify issues to identify issues on behalf of the Unit Head, providing clear guidance and accurate advice based on relevant management information to ensure timely resolution.
• Deputise where required for Reval and Market Information Team (MIT) lead.
• Oversee Performance, Quality and Productivity across MIT supporting the Reval and Market Information Team (MIT) lead to ensure both operational goals and customer service aspirations are met.
• Assess Quality measures and practices across your specialism.
• Review and assess the impact of process change announcements on the business, providing advice to Reval and Market Information Team (MIT) lead on implementation of change.
• Contribute and influence the MIT training plan, building a strong relationship with the CSC Learning Lead to ensure the operational team have the right skillset.
• Identify, manage and mitigate potential risks ensuring that the appropriate escalation and resolution routes are in place.
• Inspire and motivate team to deliver through creating and promoting an inclusive working environment that values everyone for their individual contributions.
• To support teams through change by communicating the need for changes, promoting the benefits, and ensuring the team feel involved in the development of change plans.