Performance, Quality, and Real Time Lead - Durham

About the job

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. 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

We are looking for a Performance, Quality and Real Time Lead to join HMRC Valuation Office (VO) and play a key leadership role in the continued modernisation and transformation of services within the Valuation Support Unit (VSU). This critical role will be responsible for driving service and performance delivery, alongside leading strategic customer contact planning. This is an exciting opportunity to champion the live service delivery to our customers within the VSU. You will oversee telephony-contact service management, including the successful delivery of change and modernisation projects, improving the customer experience, and driving performance improvements across a range of contact and administrative processing clearance and quality measures. The role sits at the heart of VSU leadership, supporting the Unit Head and Senior Leadership Team to deliver the Strategic Vision while maintaining excellent customer service outcomes.

Key responsibilities

• Leading a multi-functional team overseeing real time customer contact management, embracing operational transformation, mitigating performance risks, whilst driving continuous improvement of quality and the customer experience.
• Working closely with leaders in VSU to deliver an excellent customer service and overseeing business continuity planning and deployment to meet Valuation Office targets.
• Leading the continuing transformation of the VSU, supporting the Unit Head in the planning, co-ordination of implementation steps and ultimate delivery of our strategic vision.
• Modernising VSU Contact services, introducing new and innovative ways of working, in partnership with internal and external stakeholders, through the improvement of existing IT infrastructures and digital services.
• Lead the strategic development and understanding of failure demand and avoidable contact approaches within VSU.
• Work closely with Customer Journey Owners, Customer Insight and Business Systems Transformation to feed in issues emerging as appropriate.
• Playing a pivotal role in our continuous improvement agenda, engaging with the VO Continuous Improvement team to improve processes; enhance service delivery and track resultant efficiency savings.
• Driving our strategic vision for quality to deliver an excellent customer experience.
• Ensuring risks to people, performance and customer service are identified and mitigated, whilst positively engaging with colleagues impacted to embrace change.
• Representing the VSU in the wider VO stakeholder community, positively influencing outcomes to ensure any risks to VSU resources and customer service are recognised and mitigated.

Person specification

The successful candidate will be a self-motivated, customer focused leader who has a strong commitment for continuous improvement. You will have the ability to oversee and manage multiple workstreams with competing priorities, work at pace in a dynamic environment, and build excellent working relationships with a variety of stakeholders.

Essential Requirements

• Excellent leadership capability with experience of leading, managing, and improving customer service delivery in a contact centre environment, including aspects of Real Time Management.
• A proven track record of driving performance improvements through others, managing competing priorities across a range of conflicting workstreams in both contact and administrative functions.
• Experience in leading and motivating large operational multifaceted teams to deliver objectives and continuously improve individual and business performance, including mitigating and monitoring risks.
• Experience in Quality Management with a clear focus on improving the customer experience and outcomes through capturing and using customer insight.
• Proven experience of successfully delivering and embedding transformation projects within a large operational environment, demonstrating excellent decision-making skills while utilising a variety of evidence bases.
• Strong communication and influencing skills, with experience of engaging senior operational stakeholders and handling difficult conversations with impartiality and integrity to ensure business delivery.
• Excellent interpersonal skills with the ability to develop strong relationships and collaborate effectively with a range of internal and external stakeholders.

Desirable

• Embracing technical advancements and digitisation opportunities.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Leadership
• Delivering at Pace
• Changing and Improving

Benefits

Alongside your salary of £59,342, HM Revenue and Customs contributes £17,191 towards you being a member of the Civil Service Defined Benefit Pension scheme. 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.

Things you need to know

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.

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 CV setting out your Job History.
• 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 11th May 2026

Please note these dates are provisional and may be subject to change. We will assess you on your CV and Personal Statement. Should there be a large number of applicants, an initial sift will be made on Personal Statement against the lead essential criteria: Excellent leadership capability with experience of leading, managing, and improving customer service delivery in a contact centre environment, including aspects of Real Time Management. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

Interviews - W/C 1st June 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.

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.

Further Information

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 as soon as possible before the closing date to discuss your needs.

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.