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 HEO Operational Manager, you will lead a team to deliver operational services within the Valuation Support Unit (VSU). The role provides direct leadership to colleagues delivering customer-focused, professional and responsive customer-centred services in a dynamic operational environment.

The role involves being responsible for operational performance, setting clear priorities, organising workloads and supporting colleagues to deliver business objectives. You will be effective in planning, communication and people management, including coaching, performance conversations and applying HR policies appropriately.

We are looking for someone who has a real passion for providing an exceptional Customer Service and is able to work at pace. The Operational Manager should have a good understanding of their own work area, using their ability and flexibility to switch between various tasks at short notice. You’ll be flexible and adaptable but above all personable with the ability to put the needs of our customers first.

Key responsibilities

• Lead a team of EO's and AO's, setting clear team performance goals and identify risks, monitoring them in line with KPI’s, demonstrating accountability and using feedback and performance conversations to support colleagues and address delivery issues.
• Manage resource planning and deployment, including forecasting of work and accurate recording of Activity Monitoring and Costing data(AM&C).
• Collaborate with other Managers across the unit to manage work allocation and meet business needs, ensuring most efficient use of resource whilst balancing competing demands, quality expectations and available capacity.
• Apply HR policies confidently and consistently when addressing people management issues, handling sensitive matters impartially to achieve effective resolutions.
• Identify, assess and resolve operational issues and emerging risks, escalating significant concerns where appropriate and ensuring timely implementation of solutions.
• To create and promote an inclusive working environment that values everyone for their individual contributions.
• Support change by communicating clearly, engaging the team and encouraging continuous improvement, helping colleagues understand business priorities and embed new ways of working.
• Develop colleagues through regular coaching and constructive conversations to support their capability, confidence and engagement.
• Build effective relationships with stakeholders across business areas to resolve emerging issues and support business needs.

There may be a need for occasional travel across the UK with some overnight stays required to support business needs.

Person specification

We are looking for an effective operational leader who has a real passion for leading people and inspiring others to deliver excellent customer service. The ability to work collaboratively within a team is essential, communicating clearly with colleagues and stakeholders to manage competing priorities, driving continuous improvement, and creating a culture of accountability and excellence.

The role requires strong organisational and planning abilities to ensure effective business performance, working proactively to prevent and mitigate risks while working effectively at pace.

You will be adaptable and comfortable balancing operational priorities with managing people effectively, setting clear objectives in line with operational goals and supporting staff to achieve their full potential.

Essential Requirements

• Demonstrating strong leadership skills when leading, managing or coordinating operational delivery. Ability to engage, motivate and build cohesive teams to achieve business objectives and improve performance.
• Excellent organisational skills to manage competing workloads, resource planning and performance against business objectives. Assessing workloads regularly to support colleague wellbeing and enable sustainable delivery.
• Ability to analyse information and performance data under pressure to make the right operational decisions, managing any risks effectively.
• A clear understanding of wider HR policies and their practical application, including effective attendance management and maintenance of a healthy work-life balance across the team.
• Strong people management skills, supporting individuals to enhance their performance, growth and development through positive engagement and constructive feedback.
• Ability to communicate and influence effectively with a broad range of people, both verbally and in writing, building trusted relationships.
• Flexibility to respond to changing priorities, lead continuous improvement and help embed changes ensuring sustained team engagement in a dynamic customer service environment.

Behaviours

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

• Leadership
• Managing a Quality Service
• Communicating and Influencing

Benefits

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 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 contribution