HM Revenue & Customs
Operational Manager
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Colchester, Norwich
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.
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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
The Regional Valuation Units (RVU) are responsible for rateable value and valuing property for tax purposes. RVU also supports Non-Domestic Rating activity by providing technical advice to other work streams in the HMRC Valuation Office.
This is a fantastic role for someone who is passionate about inspiring and motivating a team. You’ll encourage collaboration and innovation to ensure effective communication, sharing of ideas and continuous improvement.
You’ll manage a team of caseworkers and be accountable for achieving the team’s strategic targets and objectives. Our managers play a pivotal role in delivering an excellent service to our customers through their support and guidance to our caseworkers. In addition, you will identify, translate, and communicate business goals and requirements into day-to-day activities.
Successful candidates will be assigned roles in RVU Non-Domestic Rating teams.
Key Responsibilities
- Manage the team to support delivery of excellent service: line management and day to day responsibility for a team of staff to deliver a credible, responsive and professional service.
- Set direction, lead, manage, coach and develop an inclusive team.
- Recognise and deal with performance issues within the team, applying the correct HR principles.
- Use data to prioritise work, drive overall performance and make decisions.
- Deploy resources and organise workloads to enable the most effective and efficient delivery despite challenges.
- Carry out quality assurance activities, identify problems and encourage the generation of solutions from teams.
- Engage and support the team through change, including recognising learning opportunities and seeking feedback to bring about continuous improvement in own and team’s performance.
- There will 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 individual with strong leadership traits and the ability to inspire and motivate a team of professionals to deliver their objectives. You will be someone who understands the importance of continuous improvement both for the business and the individual.
As someone who is naturally self-motivated and flexible, you will be able to switch, at short notice, between the various duties required for the role. You will be a conscientious manager with the ability to quickly identify and act upon the needs of your team.
Essential Requirements
- Experience of overseeing and coordinating the delivery of operational activities. This includes managing processes, meeting targets and deadlines, quality control and management of resources.
- Comprehensive management skills with the ability to coach and support, empower, and provide constructive feedback where appropriate, as well as managing team performance.
- A willingness to develop technical skills such as an understanding of Business Rates.
- Strong communication, prioritisation, and organisational
- The ability to persuade and influence senior stakeholders and to build trusted relationships based on a good understanding of the links to other work areas and the external business environment.
- Able to interpret data to support service delivery and improvements and highlight trends or risks.
- Understands complex information and make the right decision at the right time often under pressure.
- Willingness for occasional travel across the UK with some overnight stays required to support business needs.
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Desirable Requirements
- Experience of Business rates.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Communicating and Influencing
- Delivering at Pace
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 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 HMRC hear from our insiders or visit Thinking of joining the Civil Service
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 you.
To apply for this post, you must complete an online application with the following:
- A Personal Statement (maximum 750 words), please outline your suitability for the role. Please pay particular attention to the ‘Essential Requirements’ and ‘Person Specification’ outlined in the advert when providing your answer.
Sift W/C 17th August 2026 Please note these dates are provisional and may be subject to change.
We will assess you on your Personal Statement.
Should there be a large number of applicants, an initial sift will be made on Personal Statement against the lead essential requirement: Experience of overseeing and coordinating the delivery of operational activities. This includes managing processes, meeting targets and deadlines, quality control and management of resources. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
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Interviews - W/C 7th September 2026 Please note these dates are provisional and may be subject to change. These 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.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you.
If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: resourcingteamvo@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 472823 & vacancy closing date 13th August 2026
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
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
Sponsorship
We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.
Hybrid Working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
- Contact the UBS Recruitment Team via resourcingteamvo@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
- 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. For instance, you may need wheelchair access at interview, or if you
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