Quality Coach – 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 operations within the Valuation Office. As a Quality Coach you will work as part of the Quality team playing a pivotal role in ensuring that VSU provides an outstanding service for our customers and maintains a high standard of Customer satisfaction and Quality.

You will offer support, and quality check work ensuring compliance with guidance whilst ensuring effective outcomes for our customers. You will provide impartial and constructive feedback, delivering targeted one-to-one and team coaching to build capability and confidence. Working closely with managers and stakeholders, you will analyse quality trends, promote consistency, and drive continuous improvement to ensure exceptional service.

Key responsibilities

• Select cases for assessment based on a quality risk assessment approach, completing full and impartial assessments in line with peak workflows.
  
  
• Lead impactful one‑to‑one and team‑based coaching interventions, using constructive feedback and targeted recommendations to support development and improve performance, recognising good practice where appropriate.
  
  
• Analyse quality metrics to identify trends, patterns, and areas for improvement for both individuals and the workstream.
  
  
• Collaborate with VSU Leadership Team, Subject Matter Experts, and Line Managers to identify areas for improvement and develop action plans to enhance customer service quality and efficiency.
  
  
• Establish consistency and standardisation of VSU processes, ensuring aligned application of guidance across teams.

Person specification

We are looking for an individual with a genuine passion for developing people, building confidence, and improving customer outcomes through supportive, high‑quality coaching. You will have a strong passion for delivering excellent customer service and improving the customer experience and will be flexible in your approach, responding positively to changing priorities in a busy operational environment.

The successful candidate will be analytical, organised, and confident in providing impartial, constructive feedback, with strong communication and people skills to influence, challenge appropriately, and drive continuous improvement across teams.

Essential Requirements

• Strong people skills with the ability to coach individuals and teams to deliver excellent customer service.
  
  
• A passion for delivering quality customer service, reducing error, and championing a ‘once and done’ approach.
  
  
• Strong communication skills, using the appropriate communication methods to deliver clear, concise messages to colleagues and stakeholders including the ability to have challenging conversations.
  
  
• Strong analytical and problem-solving skills with the ability to interpret Quality data to identify where support is needed across both individual and work area performance.
  
  
• The ability to challenge constructively and provide impartial feedback, verbally and in writing.
  
  
• A strong team player, with the ability to influence and build lasting and collaborative working relationships.

Behaviours

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

• Developing Self and Others
• Managing a Quality Service
• Communicating and Influencing

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 HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

How to Apply

If you can meet our person requirements above, we are keen to hear from y