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Location
About the job
Job summary
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.
Job description
Operational Support Team Manager – Role Overview
As an Operation Support Team (OST) Manager, you will be responsible for processing and managing various support functions and processes within the District Valuer Service (DVS) business area. You will also contribute to the goals and outputs across the OST delivering to tight deadlines and remaining adaptable to continually changing priorities. Your responsibilities will include managing an operational team with remote team members, undertaking independent quality assurance and ensuring alignment with agency framework This role comes with a requirement for occasional travel.
Operational Support Team Manager – Key responsibilities
- Proactively Lead and develop a team of up to 14 colleagues, communicating effectively and supporting them through change.
- Build strong relationships and work with key stakeholders.
- Effectively manage the team’s performance through coaching and development discussions and taking proactive action where poor performance/attendance within the team is identified.
- Create and promote an inclusive working environment that values everyone for their individual contributions.
- Understand the need for continuous improvement and positive engagement with change.
- Use sound analytical skills and good judgement to inform decisions around delivering the work within set resources and time scales.
- Follow and apply guidelines/policy to achieve results and know when to seek guidance.
Person specification
We are looking for a highly motivated and collaborative individual to join our management team. The successful candidate will work effectively in a team environment and have the flexibility to switch, at short notice, between the various duties and priorities. As Operational Support Team Manager, you will be enthusiastic about the development of your team, communicating and coaching effectively to ensure delivery of excellent customer service. Being able to work in a busy team environment and communicate both written and verbally, effectively with a range of stakeholders is essential to this role.
Essential Criteria
- Good people skills and the confidence to handle difficult conversations sensitively.
- Strong communication skills enabling effective management of the delivery team.
- Experience of delivering services to required quality standards using effective prioritisation and organisational skills to manage competing demands.
- The ability to work on your own initiative with minimal supervision, but also collaboratively with and supporting others.
- The ability to build and maintain effective working relationships with a variety of stakeholders, both internal and external.
- The ability to build a strong sense of team that works collectively to deliver on priorities and objectives.
- Strong problem solving and decision-making skills within your area of responsibility.
Behaviours
We'll assess you against these behaviours during the selection process:
- Working Together
- Communicating and Influencing
- Managing a Quality Service
Benefits
The VOA operates a Flexible Working policy, allowing you to balance your work and personal commitments.
The VOA also operates Hybrid Working – your role will be a combination of office and home working.
We offer a generous leave allowance that starts at 25 days and goes up to 30 days after 5 years’ service.
- Pay – In the last few years, we have increased both the minimum and maximum pay points for everyone in the VOA.
- Pension - We make contributions to our colleagues’ Alpha pension equal to approximately 27% of their salary. Please click on this link for further information Civil Service Pension.
- Family friendly policies – Our maternity, adoption or shared parental leave encompasses 26 weeks with full pay followed by 13 weeks statutory pay and a further 13 weeks unpaid at your discretion. We also offer paternity leave of 4 weeks at full pay.
- Personal support – We offer extensive special leave to help balance your life and work commitments, a variety of non-financial rewards (including a Cycle to Work scheme of up to £4000) and we work with professional providers to provide occupational health and full mental and physical wellbeing services.
- Coaching and development – We are committed to continuous professional and personal development. You will be supported by colleagues with a wealth of knowledge and experience to continually grow in your role.
- Essential Equipment - VOA will support everyone to get additional essential kit and equipment, to make sure they have a suitable and safe home working environment.
Download the Employee Value Proposition for full details of the benefits of being a VOA employee at: https://www.gov.uk/government/organisations/valuation-office-agency/about/recruitment
Things you need to know
Selection process details
If you can meet our person requirements above, we are keen to hear from you.
To apply for this post, you must complete an online application with the following:
A Personal Statement. In no more than 750 words, please outline your suitability for the role. Ensure that you pay particular attention to the Person Specification and Essential Criteria when providing your answer.
Sift – 10th April 2024. Please note this date is provisional and may be subject to change.
We will assess you on your Personal Statement. Should a large number of applications be received, an initial sift may be conducted using the lead essential criteria; good people skills and the confidence to handle difficult conversations sensitively. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.
Interviews – 29th - 30th April 2024. Please note these dates are provisional and may be subject to change. These will be confirmed should you be invited to interview.
Interviews are currently taking place using Microsoft Teams Video. We will provide more detail if you are shortlisted for interview.
We will assess you on the Behaviours listed in the job description and Strengths.
At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.
Behaviours
The distinguishing Behaviours (the required skills, knowledge and behaviours) for this role are set out in the Civil Service Behaviours Framework 2018 (Success Profiles - GOV.UK (www.gov.uk)) and should be referred to when making this application.
You are required, under the Behaviours approach, to describe how you have dealt with a specific situation.
You must give evidence of your knowledge, skills and behaviours and how you have applied this, such as what you did or said and how you interacted with other people.
When you are giving your examples, do not spend too many words on description and background information. Avoid using general or unspecific statements. Instead say what the situation was, what you did what your thought process was and so on.
Further Information
This post is full time however those applicants who do or wish to work an alternative working pattern are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder.
As part of the application process you will be asked to tell us which of the locations available you can work in. You will be able to specify up to 1 option. We will create separate merit lists for each location and make job offers from those lists. If successful you will be placed onto the list for your chosen location.
Any move to VOA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk.
VOA employees only: If you are currently in receipt of DTA as a result of a VOA office closure/restructure and it is agreed for you to take up this role in your current location, you may continue to receive DTA for the remainder of the period you can claim for. Please check with the Vacancy Holder on preferred locations for this role before you apply.
The VOA is an office-based organisation, however as all of our roles have aspects which can be completed from home, all colleagues have the ability to work a hybrid working pattern. The amount that colleagues work from home or office is defined by several factors including the nature of the work they carry out, the needs of their stakeholders, their development needs and personal circumstances such as caring responsibilities. To learn more about the hybrid working arrangements that could be available in this role, please contact the vacancy holder.
Pre-employment Checks
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
- Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.
Terms & Conditions
Voluntary terms apply.
Reserve Lists
If we have more successful candidates than available vacancies, we will hold a 3-month reserve list as standard.
During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.
Starting Work
The successful candidate will normally take up duty within one month from notification of successful completion of pre-employment checks.
Applying
All applications for these vacancies must be made online. There are limited exceptions to this. Paper applications will only be considered if you have a disability that will prevent you from applying online. If this is the case, please email voarecruitment.grs@cabinetoffice.gov.uk
Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.
Please note that late applications will not be accepted.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
New entrants are expected to join on the minimum of the pay band.
Concerns/Complaints
The Valuation Office Agency’s recruitment processes are underpinned by the Civil Service Commissioner’s Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition.
If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you may make a complaint, by contacting the Central Recruitment Team at the following address: resourcingteam@voa.gov.uk.
If you are not content with the outcome of your complaint you have the right to complain to the Civil Service Commissioners.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
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