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.
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.
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