HM Revenue & Customs
Unit Service Delivery Lead – Performance Lead
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Durham
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.
Visit our YouTube channel to watch the full series and come and discover your potential.
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 successful candidate will work as part of the VSU Leadership Team, providing a range of service delivery and planning support activities. You will support the VSU Lead on a variety of tasks and projects. This will include monitoring team performance, resources, finances, assurance, learning and development, and risk. You will also get the opportunity to support the Unit Head in developing and influencing the service delivery and planning culture across our national team within the Valuation Support Unit and wider Valuation Office.
Key Responsibilities
- Leading the team in analysing all aspects of Unit Performance and Productivity, you will highlight trends, risks, and opportunities and share insight with the Senior Leadership Team (SLT), providing recommendations where appropriate.
- Supporting the SLT with any Customer Journey lead role responsibilities, including gathering and analysing relevant Management Information (MI) data.
- Managing the delivery of the unit performance; this will include productivity and utilisation related processes, identifying efficiencies, highlighting key risks and opportunities, and supporting the SLT teams with wider Valuation Office (VO) performance planning and monitoring.
- Supporting the team to ensure that effective and relevant systems are in place to manage performance and risk planning activities. Ensuring that all activities are completed on time and to the required standard.
- There may be a need for occasional travel across the UK with some overnight stays required to support business needs. This can include management meetings, training and visiting co-located team members.
Person specification
We are seeking a candidate with strong leadership skills who will be able to work across various teams within the VSU to manage and support a team effectively for development and operational delivery. The successful candidate will be able to make effective decisions that balance priorities, resources, and business needs. You must be self-motivated and able to thrive and work in a fast-paced environment.
Essential Requirements
- Strong communication and organisational skills with the ability to build and manage productive stakeholder relationships, influence at all levels, and handle difficult conversations with impartiality and integrity.
- The ability to communicate technical or complex information clearly and simply to stakeholders, providing assurance, insight and recommendations to shape effective outcomes.
- Strong prioritisation skills with the ability to work flexibly and adapt to changing priorities whilst maintaining VSU standards, ensuring that results are achieved on time and monitored against milestones.
- Be a credible leader, being able to engage, set direction, and focus others through effective influencing with experience in leadership of people or tasks across business areas.
- An ability to identify and mitigate risk, flagging concerns to Senior Leads where appropriate to allow quick resolution.
- Understanding of performance analysis using MI data and the ability to drive performance across the unit.
- Willingness for occasional travel across the UK with some overnight stays required to support business needs.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Communicating and Influencing
- Delivering at Pace
- Making Effective Decisions
Benefits
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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 for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles, 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
22nd-24th July 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 Made On The Personal Statement Against Lead Essential Requirement:
Strong communication and organisational skills with the ability to build and manage productive stakeholder relationships, influence at all levels, and handle difficult conversations with impartiality and integrity.
Interviews
W/C 10th August 2026.
Please note these dates are provisional and may be subject to change. These will be confirmed should you be invited to interview.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
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
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’re deaf, a Language Service Professional.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Terms & Conditions
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location