Customer Service Officer – Customer Service Centre - Plymouth

Job summary

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

Customer Service Officer – Role Overview

The Customer Service Centre (CSC) 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 to ensure every customer receives a positive experience of the VOA. This is a varied and fast paced role, a typical day could involve handling a variety of customer calls, from providing guidance to a small business owner on business rates or responding to a query on Council Tax.

We prioritise speaking to our customers via the telephone. The successful candidates will receive full call handling and technical training to give you the confidence and ability to help our customers. As a Customer Service Officer, you will also have the opportunity to handle customer enquiries via other communication channels and carry out a range of data processing and administrative tasks to support operational functions.

This is a dynamic role where no two days are the same, requiring you to work at pace in a busy environment. While it can be challenging, you will always have colleagues and managers on hand to support you and help you develop valuable experience in problem solving, resilience and customer service skills.

Check out our video to hear more from us on why you should become part of our CSC team.

Inside the Valuation Office Agency - customer service careers - YouTube

Customer Service Officer – Key responsibilities

• Providing excellent customer service primarily via telephone, and through email and written correspondence.
• Gather information and ensure our customers provide all necessary information correctly.
• Assisting customers with advice based on their query and managing customer expectations through clear communication.
• Providing assistance including explaining procedures or policies, supporting customers to understand our processes and justifying decisions.
• General administration and data processing tasks including using our tools and databases to gather and analyse data.
• Record information on appropriate systems including documenting customer interactions accurately.

Person specification

We are looking for someone with good communication skills who’s passionate about customer service and enjoys the challenge of building relationships 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. You will be comfortable in dealing sensitively and professionally with people from all walks of life, some of whom may be vulnerable and under stress. To thrive in this role 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 focussed with a passion for providing high standard and quality service.
• Excellent listening skills with the ability to communicate with different types of people with a range of needs.
• Work at pace, responding flexibly to emerging priorities and able to switch between different types of work as needed.
• Resilient with the ability to manage difficult situations in a calm and professional manner with empathy and compassion.
• Processes and records data safely and securely.
• Goal orientated individual who enjoys working in a target driven environment.
• Good IT skills including keyboard skills and working knowledge of Microsoft Word, Excel, and Outlook.

Behaviours

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

• Managing a Quality Service
• Making Effective Decisions

Technical skills

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

• Technical skill aligned to the Front-Line Help and Advice job family within the Operational Delivery Profession.

Benefits

Alongside your salary of £27,841, Valuation Office Agency contributes £8,065 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We offer a range of flexible working options, 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%. We also offer:

• Learning and development tailored to your role.
• An environment with flexible working options.
• Family friendly policies including 26 weeks full pay for maternity, adoption or shared parental leave.
• Employee Assistance Programme offering comprehensive wellbeing support.
• To learn more about the extensive benefits we can offer you as a VOA employee please download our Benefits Booklet: VOA_benefits_booklet.pdf (publishing.service.gov.uk).

Things you need to know

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

If you can meet our person requirements above, we are keen to hear from you.

To apply for this post, you must complete the first stage of the application. After submission of the first stage of your application you will be invited to complete an online Customer Service Skills Test.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 28/01/2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

If you successfully pass the test, you will be invited to complete the final stage of the application. Please note the vacancy closes on 28/01/2026 therefore you will need to complete the test and the final stage of the application by this deadline.

If you are successful, you will be invited to complete an online application with the following:

A Personal Statement (maximum 500 words), please outline your suitability for the role by using your own words, experiences, and examples. Please pay particular attention to the ‘Essential Criteria’ and ‘Person Specification’ outlined in the advert when providing your answer.

Within your Personal Statement you will give examples of when you have demonstrated the ‘Essential Criteria’ and ‘Person Specification’.

This might be at work or somewhere else such as:

• Work experience
• Volunteering
• In connection with a hobby
• Learner/school environment

Sift: 2nd February 2026

Please note this date is provisional and may be subject to change.

We will assess you on your Customer Service Skills Test and your Personal Statement.

Should there be a large number of applicants, an initial sift will be made on Customer Service Skills Test.

Candidates who pass the initial sift via the online test, may be progressed to a full sift, or progressed straight to interview.

Interviews: W/C 23rd February 2026

Please note this date is provisional and may be subject to change. This will be confirmed should you be invited to interview.

Interviews are currently taking place Face to Face at the Plymouth Valuation Office. Subject to business requirements, the interview format may be adjusted from Face to Face to 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, Technical Questions 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.

Behaviours

The distinguishing Behaviours (the required skills, knowledge and behaviours) for this role are set out in the Civil Service Behaviours Framework 2018 (Success Profiles - GOV.UK (www.gov.uk)) and should be referred to when making this application.

You are required, under the Behaviours approach, to describe how you have dealt with a specific situation.

You must give evidence of your knowledge, skills and behaviours and how you have applied this, such as what you did or said and how you interacted with other people.

When you are giving your examples, do not spend too many words on description and background information. Avoid using general or unspecific statements. Instead say what the situation was, what you did what your thought process was and so on.

Technical Skills

As part of the interview you will be asked a technical question aligned to the Front-Line Help and Advice job family within the Operational Delivery Profession. To find out more on development and progression opportunities within the Operational Delivery Profession, please visit Job Families and Role Clusters - Operational Delivery Profession

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

In the VOA, we are an office-based organisation, but all colleagues have access to hybrid working by default, as our roles have aspects which can be completed from home.

With this role we’d be looking for colleagues to work 3 days per week in the office once they have been trained. To help you get trained up as quickly and efficiently as possible, we ask that for your training period you come into the office 5 days a week. We will discuss this working pattern further with those wishing to work part time. Once we feel you are able to operate effectively without help you’ll be invited to discuss a hybrid working pattern with your manager. You and your manager will then continue to review your hybrid working pattern to make sure it meets your needs as well as the needs of the business.

The working hours for this role are determined by a rota. Whilst we try take personal circumstances into account wherever possible when setting the rotas, we are limited in allowing people to ‘fix’ set hours outside of these times. However, please do contact us if you would like to discuss any individual circumstances which may restrict your availability between these hours (e.g. caring responsibilities, or childcare) or wish to work part-time. We currently schedule our people between the hours of 7:30am and 6pm, Monday to Friday however, please be aware that this can change subject to business need.

Applicants who do or wish to work an alternative working pattern are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder.

This role will be under HMRC terms and conditions: Terms and conditions in HMRC - GOV.UK

You will be joining the department during the transition of the Valuation Office Agency (VOA) into HMRC. For this reason, the role will start on VOA terms and conditions for a temporary transition period. After this, your employment will move to HMRC terms and conditions.

Any move to VOA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

VOA employees only: If you are currently in receipt of DTA as a result of a VOA office closure/restructure and it is agreed for you to take up this role in your current location, you may continue to receive DTA for the remainder of the period you can claim for. Please check with the Vacancy Holder on preferred locations for this role before you apply.

This post is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish Citizen, under the EU settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for this post in relation to the Skilled Worker Visa route before applying.

To be eligible for sponsorship you will usually need to be paid the standard salary rate of £38700 per year or meet one of the other eligibility criteria.

Ensure you are eligible before applying for this post.

You can also contact resourcingteam@voa.gov.uk for further support.

Pre-employment Checks

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Reasonable Adjustment

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a reasonable adjustment or a change to be made so that you can make your application, please click here for more information:

Reasonable Adjustments , Civil Service Careers (civil-service-careers.gov.uk) and contact voarecruitment.grs@cabinetoffice.gov.uk as soon as possible.

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.

Terms & Conditions

Voluntary terms apply.

Reserve Lists

If we have more successful candidates than available vacancies, we will hold a 3-month reserve list as standard.

During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.

Applying

All applications for these vacancies must be made online. There are limited exceptions to this. Paper applications will only be considered if you have a disability that will prevent you from applying online. If this is the case, please email voarecruitment.grs@cabinetoffice.gov.uk

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

Please note that late applications will not be accepted.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

New entrants are expected to join on the minimum of the pay band.

Starting Work

The successful candidates will normally take up duty within one month from notification of successful completion of pre-employment checks.

Concerns/Complaints

The Valuation Office Agency’s recruitment processes are underpinned by the Civil Service Commissioner’s Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition.

If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you may make a complaint, by contacting the Central Recruitment Team at the following address: resourcingteam@voa.gov.uk

If you are not content with the outcome of your complaint you have the right to complain to the Civil Service Commissioners.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Tyler Thom
• Email : cscrecruitmentteamplymouth@voa.gov.uk

Recruitment team

• Email : VOARecruitment.grs@cabinetoffice.gov.uk