Market Information Team Caseworker - Customer Service Centre
Valuation Office Agency
Apply before 11:55 pm on Sunday 17th November 2024
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About the job
Job summary
The Valuation Office Agency (VOA) 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.
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.
Job description
Market Information Team Caseworker - Customer Service Centre – Role Overview
Do you have a passion for public and customer services and want to make a difference? If so we would like to hear from you. We are currently hiring a Market Information Team, Civil Penalties and BA Occupier List Caseworker to provide support to the Market Information Team (MIT) within our Customer Service Centre (CSC).
The CSC sits at the heart of our operations here in the Valuation Office Agency. The successful candidate will provide the necessary support functions to be undertaken within the Civil Penalty Recovery Unit of the Market Information Team, maintain the Billing Authority Occupier Lists and to undertake the necessary actions to issue Rent and Lease Details through Automation.
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 Caseworker - Customer Service Centre – Key responsibilities
- Maintaining Billing Occupier Lists including all associated processes with mandating the lists
- Preparing, quality checking and transferring PowerBI reports to issue Rent and Lease Details through Automation.
- Undertaking Civil Penalty Recovery Unit (CPRU) Caseworker tasks, CPRU payment reconciliations & providing support to CPRU teams.
- Preparing and presenting MIT cases for Valuation Tribunal.
- Preparing and submitting MIT County Court papers.
- Maintain Dashboards for work streams updating daily with the performance of the team.
- Using guidance and legislation reply to complex requests for information, utilising letter templates.
- Using knowledge and experience to answer complex queries that fall outside of framework and having awareness of the impact on wider policy/technical issues.
- Liaise with internal and external customers via email, telephone and in writing, building good relationships with stakeholders.
- Carry out searches and interrogation of all databases, casework validation, registration and data processing.
- Carry out a range of administrative tasks and support functions to assist management as requested.
- Monthly issue and collation of information for Senior Managers if requested.
- Maintain documents and archive historic information.
- Maintain guidance for work stream & ensure meets requirements of Data Security.
Person specification
We are looking for an individual with a flexible outlook and approach and who can work accurately whilst maintaining high standards and excellent attention to detail. You should be self-motivated and able to work collaboratively within a team, building sustained and productive working relationships with colleagues and stakeholders. The successful candidate will have an awareness of Customer Service and understand key issues impacting customers and staff.
Essential Requirements
- Strong Non-Domestic Rating knowledge and experience of Market Information collection.
- Good judgement and decision-making skills, with the ability to work on your own initiative and in a team environment.
- Good interpretive, analytical and problem-solving skills to inform decisions when providing opinions or advice to others.
- Excellent organisational and planning skills, with the ability to prioritise, work quickly to changing demands and switch at short notice, between the various duties outlined.
- Excellent written and verbal communication skills with the ability to communicate and influence effectively with a broad range of stakeholders.
- Be a confident communicator, using appropriate communication methods to deliver clear, concise messages at all levels.
- Confidence to coach, empower and support individuals to achieve their potential.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Making Effective Decisions
- Communicating and Influencing
- Delivering at Pace
Benefits
We offer a range of flexible working options, a generous leave allowance that starts at 25 days and goes up to 30 days after 5 years’ service and a Civil Service Pension with an employer contribution of 28.97%.
- Learning and development tailored to your role.
- An environment with flexible working options.
- Family friendly policies including 26 weeks full pay for maternity, adoption or shared parental leave.
- Employee Assistance Programme offering comprehensive wellbeing support.
- To learn more about the extensive benefits we can offer you as a VOA employee please download our Benefits Booklet: pdf (publishing.service.gov.uk)
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 CV setting out your Job History and Previous Skills & Experiences.
A Personal Statement (maximum 500 words), please outline your suitability for the role. Please pay particular attention to the ‘Essential Criteria’ and ‘Person Specification’ outlined in the advert when providing your answer.
Sift - 19th November 2024. Please note that this date is provisional and may be subject to change.
We will assess you on your CV and Personal Statement.
Should a large number of applications be received, an initial sift may be conducted using your CV. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
Interviews - 3rd December 2024. Please note that this date is provisional and may be subject to change. Dates 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.
Application Hints and Tips
For more information on Success Profiles, tips on how to write a successful application and find out more about what’s involved in the application process please visit About the application process , Civil Service Careers (civil-service-careers.gov.uk)
Further Information
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.
Successful candidates must select one of the locations noted in this advert as their base office and will be expected to undertake regular travel to this location under the Agency’s hybrid working policy.
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
The VOA is an office-based organisation that supports flexible working. By default, everyone in the VOA is a hybrid worker with options to work in the office, at home or out and about, depending on the work they’re doing that day and where it’s best done.
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.
If you would require a Certificate of Sponsorship from the VOA to undertake this role, please contact resourcingteam@voa.gov.uk before submitting your application.
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.
Reasonable Adjustment
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a reasonable adjustment or a change to be made so that you can make your application, please click here for more information:
Reasonable Adjustments , Civil Service Careers (civil-service-careers.gov.uk) and contact voarecruitment.grs@cabinetoffice.gov.uk as soon as possible.
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.
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.
Use of AI
You may utilise artificial intelligence (AI) tools and platforms to support you during the application process however, as with any application all information submitted must be factually accurate and all examples provided must be taken directly from your own experience. All presented information will be assessed at interview. Any applications where factual inaccuracy, plagiarism or copying of examples/answers from internet sources is detected will be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving internal candidates.
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.
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Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : CSC Recruitment Team
- Email : cscrecruitmentteamplymouth@voa.gov.uk
Recruitment team
- Email : VOARecruitment.grs@cabinetoffice.gov.uk
