Quality Coach - Customer Service Centre

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.

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.