Complaints Manager

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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. 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

This is an excellent opportunity to join the Complaints Team where you will be responsible for handling customer complaints, seeking resolutions and writing high quality responses to customers. As part of the role, you will develop knowledge of other business streams and external service providers to deal positively with customer complaints and write effective responses.

The team delivers the highest standards of service by building and maintaining relationships with internal and external stakeholders to seek resolutions and offer clear explanations to complaints for our customers. It is an exciting time to join the Complaints Resolution Team as we align to the cross-Government complaint standards recently launched by the Parliamentary and Health Service Ombudsman. You will have regular exposure to senior leaders and regulatory bodies.

This is a fast-paced, challenging and rewarding position with exposure to lots of stretching leadership opportunities. You will offer valuable insight to the organisation on where we can improve our service or processes. This is a demanding yet highly rewarding role, requiring high levels of resilience and a strong commitment to the provision of exceptional customer service with a resolution focus.

Key responsibilities

• As a Complaints Manager you will take an empathetic view and be comfortable calling customers in extremely challenging circumstances to fully understand their complaint.
• Building relationships with customers and handling sometime challenging and vulnerable customers while demonstrating empathy.
• Providing a high level of customer service, including advocating for the customer where necessary.
• Drafting high quality complaint responses in plain English, simplifying complex technical information, often at pace.
• Presenting feedback to business areas and team leaders, holding them to account and highlighting areas for improvement.
• Keeping concise records and managing data appropriately.
• Developing and maintaining good relationships with key stakeholders across the Agency, appropriately and effectively escalating areas of concern where necessary to achieve positive outcomes for customers.
• Contributing to the collation of customer insight products to ensure complaints contribute to a programme of continuous improvement across the Agency.

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A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .