Operational Manager – Valuation Support Unit

Job summary

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This role is part of HMRC Valuation Office, formerly known as the Valuation Office Agency. We have recently integrated into HMRC.

HMRC Valuation Office 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.

Job description

Role Overview

The Valuation Support Unit (VSU) sits at the heart of our operations here in the Valuation Office. The VSU 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.

As an EO Operational Manager, you will lead a team of AOs to deliver operational support through a range of activities within the Valuation Support Unit (VSU).

Operational Managers plays a key leadership role within the Valuation Support Unit, providing proactive, people‑focused management to ensure the team delivers high‑quality, timely and customer‑centred services. The role leads and develops a team of AOs, driving performance through clear expectations, meaningful coaching conversations, and close monitoring of productivity, quality and service standards.

Working in a busy operational environment, you will plan and organise daily workflows, allocate resources effectively, and use online systems to maintain accurate performance and activity records.

Key responsibilities

• Lead a team of AO’s setting individual and team performance goals in line with KPI’s to manage productivity and delivery challenges.
  
  
• Plan, organise and monitor work delivery in accordance with expected Service Level Agreements and recording advisor activity using online systems to gain an accurate understanding across individual and team productivity.

• Support and manage your team’s performance by closely monitoring both timeliness and quality metrics. Conduct quality checks in line with the Quality Strategy and have meaningful performance conversations with teams and individuals around personal development.

• Work collaboratively with colleagues and stakeholders to prioritise workloads and optimise resources to delivery results. Allocate work within the team to ensure service levels and targets are achieved.

• Support, develop and coach your team to ensure they have the right skills and knowledge needed for their job, communicating effectively when supporting your team through change.
  
  
• Foster an inclusive team environment, creating an engaged, focused, and driven workforce where individuals feel valued and can contribute to continuous improvement activities.
  
  
• Apply HR policies consistently when addressing people management issues, handling sensitive matters impartially and escalating where appropriate.
  
  
• Handle VSU call-backs through direct communication with customers where calls have been escalated. Apply emotional intelligence to handle customers in distress or unacceptable customer behaviour in support of telephony advisors.

Person specification

Person Specification

We are looking for someone with a natural passion for leading a team in a busy contact centre environment, balancing people management with delivery of accurate and timely work. The successful candidate will have a strong understanding of day-to-day operations and how their area contributes to wider business goals with a focus on delivering great service and driving team performance.

The role requires clear communication, organisation, good judgement and the ability to work collaboratively with colleagues and stakeholders. You will be comfortable using data to inform decisions and support performance, handling changing priorities and committed to continuous improvement. You will lead by example, helping team members develop confidence in processes and objectives.

Essential Requirements

• The ability to lead, support and develop colleagues to deliver shared priorities and objectives, including giving constructive feedback and demonstrating emotional intelligence to handle difficult situations.
• Experience of working in an operational or delivery-focused environment.
• Effective verbal and written communication skills to be able to communicate with a broad range of stakeholders and to support your team through change.
• The ability to work independently and collaboratively to resolve operational issues, supporting others effectively in a fast paced, large dynamic customer service environment.
• Excellent organisation and planning skills to manage competing priorities, monitor performance and maintain delivery standards.
• Good judgement and decision-making skills, including when handling changing demands or performance concerns.
• Commitment to inclusive team working and continuous improvement, inspiring and motivating a team to deliver consistent and exceptional service.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Delivering at Pace

Benefits

Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance that starts at 25 days, increasing by a day for every year of qualifying service up to a maximum of 30 days and a Civil Service Pension with an average employer contribution of 28.97%.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRC