HM Revenue & Customs
Operational Manager – Valuation Support Unit
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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 EO Operational Manager, you will lead a team of AOs to deliver operational support through a range of activities within the Valuation Support Unit (VSU).
Operational Managers plays a key leadership role within the Valuation Support Unit, providing proactive, people-focused management to ensure the team delivers high-quality, timely and customer-centred services. The role leads and develops a team of AOs, driving performance through clear expectations, meaningful coaching conversations, and close monitoring of productivity, quality and service standards.
Working in a busy operational environment, you will plan and organise daily workflows, allocate resources effectively, and use online systems to maintain accurate performance and activity records.
Key Responsibilities
- Lead a team of AO’s setting individual and team performance goals in line with KPIs to manage productivity and delivery challenges.
- Plan, organise and monitor work delivery in accordance with expected Service Level Agreements and recording advisor activity using online systems to gain an accurate understanding across individual and team productivity.
- Support and manage your team’s performance by closely monitoring both timeliness and quality metrics. Conduct quality checks in line with the Quality Strategy and have meaningful performance conversations with teams and individuals around personal development.
- Work collaboratively with colleagues and stakeholders to prioritise workloads and optimise resources to delivery results. Allocate work within the team to ensure service levels and targets are achieved.
- Support, develop and coach your team to ensure they have the right skills and knowledge needed for their job, communicating effectively when supporting your team through change.
- Foster an inclusive team environment, creating an engaged, focused, and driven workforce where individuals feel valued and can contribute to continuous improvement activities.
- Apply HR policies consistently when addressing people management issues, handling sensitive matters impartially and escalating where appropriate.
- Handle VSU call-backs through direct communication with customers where calls have been escalated. Apply emotional intelligence to handle customers in distress or unacceptable customer behaviour in support of telephony advisors.
Person Specification
Person Specification
We are looking for someone with a natural passion for leading a team in a busy contact centre environment, balancing people management with delivery of accurate and timely work. The successful candidate will have a strong understanding of day-to-day operations and how their area contributes to wider business goals with a focus on delivering great service and driving team performance.
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The role requires clear communication, organisation, good judgement and the ability to work collaboratively with colleagues and stakeholders. You will be comfortable using data to inform decisions and support performance, handling changing priorities and committed to continuous improvement. You will lead by example, helping team members develop confidence in processes and objectives.
Essential Requirements
- The ability to lead, support and develop colleagues to deliver shared priorities and objectives, including giving constructive feedback and demonstrating emotional intelligence to handle difficult situations.
- Experience of working in an operational or delivery-focused environment.
- Effective verbal and written communication skills to be able to communicate with a broad range of stakeholders and to support your team through change.
- The ability to work independently and collaboratively to resolve operational issues, supporting others effectively in a fast paced, large dynamic customer service environment.
- Excellent organisation and planning skills to manage competing priorities, monitor performance and maintain delivery standards.
- Good judgement and decision-making skills, including when handling changing demands or performance concerns.
- Commitment to inclusive team working and continuous improvement, inspiring and motivating a team to deliver consistent and exceptional service.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Communicating and Influencing
- Delivering at Pace
Salary and 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 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
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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 500 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 - 25th September 2026.
Please note these dates are provisional and may be subject to change.
We will assess you on your Personal Statement.
Should a large number of applications be received, an initial sift may be conducted using Personal Statement against the lead essential criteria:-
The ability to lead, support and develop colleagues to deliver shared priorities and objectives, including giving constructive feedback and demonstrating emotional intelligence to handle difficult situations.
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
Interviews - W/C: 12th October 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 Face to Face. 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 – [insert vacancy ref] & vacancy closing date [insert date]’.
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
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