Job Description

Customer Services Officer (Telephony)

Location: Plymouth, PL6 5DH

Start date: 12th May 2025
Hours: 37 hours per week. Once training is complete, flexible hours offered between 7am-7pm with agreement from your line manager.
Pay rate: £13.90ph (equivalent to £26,734 FTE salary)
Assignment: Temporary, expected to run until September 2025 with the possibility of extension. This role will be fully office based.

Brook Street in partnership with The Valuation Office Agency (VOA) has a fantastic opportunity to join their team as a Customer Service Officer.

The Valuation Office Agency (VOA) 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.
We champion the values of professionalism, integrity, respect, and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.

Job description
The Customer Service Centre sits at the heart of our operations here in the Valuation Office Agency.
As a Customer Service Officer, you will play a crucial role in supporting our customers' needs and ensuring every customer receives a positive experience of the VOA. This role is varied and fast-paced and requires you to work at pace in a busy environment. As a Customer Service Officer, you will experience handling a range of customer enquiries via various communication channels.
The CSC prioritises speaking to customers over the phone, however you will also carry out a range of data processing and administrative tasks to support the operational functions.
As Customer Service Officers, you will be the first point of contact for customers, handling inbound calls and providing exceptional service. Your role involves assisting customer with inquiries efficiently and professionally and navigating our systems. This is a dynamic and busy role where no two days are the same. While it can be challenging, this role offers the chance to solve problems, support customers, and develop valuable customer service skills.
Key responsibilities

• Providing excellent customer service via telephone and completing administration tasks.
• Ensuring that customers provide all necessary information and providing them with clear advice based on their query.
• Providing assistance, including explaining procedures or policies, supporting customers to understand our processes and justifying decisions.
• General administration including using our tools and databases to gather and analyse data.
• Meeting performance targets such as call handling time.

Person Specification
We are looking for someone with good communication skills who's passionate about customer service and enjoys the challenge of speaking directly with customers.
Quality is central to everything we do here in the CSC and so you should be a performance driven individual motivated to meet targets and deliver against goals. To thrive as part of our CSC team you'll be flexible, adaptable and above all willing to work as part of a team to respond to ever-changing priorities at pace, always putting the needs of the customer first.
Essential Requirements

• Customer focused with a passion for providing high quality service.
• Good listener with the ability to communicate with different types of people with a range of needs.
• Flexible with the ability to switch between tasks and work at pace.
• Strong communication skills and the ability to answer customer calls promptly and professionally.
• Resilient with the ability to have difficult conversations.
• Goal orientated individual who enjoys working in a target driven environment.

Compliance: You will be required to undertake a basic DBS for this role which Brook Street will complete on your behalf. An offer of employment is subject to the successful completion of the DBS and an online compliance portal.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.