Performance, Quality, and Real Time Lead - Durham
2 days ago
Durham
About the job Job summary Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. This role is part of HMRC Valuation Office, formerly known as the Valuation Office Agency. We have recently integrated into HMRC. As we continue the transition to our updated HMRC branding, you may still see some VOA logos or references in our advertisements for a temporary period. 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 We are looking for a Performance, Quality and Real Time Lead to join HMRC Valuation Office (VO) and play a key leadership role in the continued modernisation and transformation of services within the Valuation Support Unit (VSU). This critical role will be responsible for driving service and performance delivery, alongside leading strategic customer contact planning. This is an exciting opportunity to champion the live service delivery to our customers within the VSU. You will oversee telephony-contact service management, including the successful delivery of change and modernisation projects, improving the customer experience, and driving performance improvements across a range of contact and administrative processing clearance and quality measures. The role sits at the heart of VSU leadership, supporting the Unit Head and Senior Leadership Team to deliver the Strategic Vision while maintaining excellent customer service outcomes. Key responsibilities • Leading a multi-functional team overseeing real time customer contact management, embracing operational transformation, mitigating performance risks, whilst driving continuous improvement of quality and the customer experience., • Working closely with leaders in VSU to deliver an excellent customer service and overseeing business continuity planning and deployment to meet Valuation Office targets., • Leading the continuing transformation of the VSU, supporting the Unit Head in the planning, co-ordination of implementation steps and ultimate delivery of our strategic vision., • Modernising VSU Contact services, introducing new and innovative ways of working, in partnership with internal and external stakeholders, through the improvement of existing IT infrastructures and digital services., • Lead the strategic development and understanding of failure demand and avoidable contact approaches within VSU. Work closely with Customer Journey Owners, Customer Insight and Business Systems Transformation to feed in issues emerging as appropriate., • Playing a pivotal role in our continuous improvement agenda, engaging with the VO Continuous Improvement team to improve processes; enhance service delivery and track resultant efficiency savings., • Driving our strategic vision for quality to deliver an excellent customer experience., • Ensuring risks to people, performance and customer service are identified and mitigated, whilst positively engaging with colleagues impacted to embrace change., • Excellent leadership capability with experience of leading, managing, and improving customer service delivery in a contact centre environment, including aspects of Real Time Management., • A proven track record of driving performance improvements through others, managing competing priorities across a range of conflicting workstreams in both contact and administrative functions., • Experience in leading and motivating large operational multifaceted teams to deliver objectives and continuously improve individual and business performance, including mitigating and monitoring risks., • Experience in Quality Management with a clear focus on improving the customer experience and outcomes through capturing and using customer insight., • Proven experience of successfully delivering and embedding transformation projects within a large operational environment, demonstrating excellent decision-making skills while utilising a variety of evidence bases., • Strong communication and influencing skills, with experience of engaging senior operational stakeholders and handling difficult conversations with impartiality and integrity to ensure business delivery., • Managing a Quality Service, • Leadership, • Delivering at Pace, • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary., • Family friendly policies., • Personal support., • 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