Director of Operations

Job summary

The Director of Operations role is central to translating organisational priorities into measurable results. The Director will provide strategic oversight and hands-on leadership to large, geographically dispersed teams, ensuring that delivery is aligned with the VOA’s business objectives and wider government priorities. The post holder will be expected to drive continuous improvement, embed a culture of high performance, and ensure that operational delivery is both resilient and adaptable in the face of changing demands.

A key aspect of the role is to ensure that the VOA’s services are delivered at scale, to a high standard, and in a way that delivers value for money. This includes overseeing the implementation of new delivery models, managing risk, and ensuring that operational decisions are informed by robust data and insight. The Director will also play a critical role in shaping the future of the Agency’s services, identifying opportunities for innovation and transformation that support long-term sustainability.

The post holder will need a strong track record of leading large-scale operations in a complex, customer-focused environment. They will bring strategic thinking, commercial acumen, and the ability to lead through others, building capability and fostering collaboration across teams. Strong stakeholder engagement skills are essential, as is the ability to influence at senior levels across government and the wider public sector.

This is a high-impact role at the heart of the VOA’s leadership team. The Director of Operations will play a pivotal role in ensuring that the Agency continues to deliver trusted, high-quality services that support fair taxation and public confidence.

This post holder reports directly to the VOA’s Chief Operating Officer and will be a member of the senior operational management team.

The post holder currently has line management responsibility for four people, who between them are responsible for circa. 1,100 people (see organisational chart on pg.9) across 30 VOA locations in England and Wales.

The VOA is at an exciting point in its transformation programme and there will be some significant changes to operational activity, so the leadership demand remains constant. The post holder will play a key role in planning and managing strong business performance across COO, while modernising the way services are delivered in line with the Agency’s strategic objectives.

Job description

Within the wide span of responsibilities this role involves, key activities and accountabilities including to:

• Lead the strategic and operational delivery of core VOA services, ensuring consistent performance across large, geographically dispersed teams.

• Translate organisational priorities into actionable delivery plans, driving measurable improvements in efficiency, effectiveness, and customer outcomes.

• Oversee the implementation of service improvements and transformation initiatives, ensuring operational resilience and adaptability to changing demands.

• Manage performance across directorates, using data and insight to monitor progress, identify risks, and ensure accountability for results.

• Build strong relationships with internal and external stakeholders, ensuring alignment of delivery with wider government objectives and customer expectations.

• Champion a culture of operational excellence, continuous improvement, and inclusive leadership, fostering capability, bringing on talent and enabling innovation across the organisation.

• Work closely with the technology transformation programme to embed a new cloud-based system, ensuring it is effectively integrated into operations to transform and modernise the way we work.

Person specification

Essential Criteria

The successful candidate will meet the following essential criteria with demonstrable evidence of each:

A proven understanding of how the VOA operates and the service that it provides to its customers.

An excellent leader with strong personal credibility and a breadth of operational delivery experience gained in large, complex, service delivery environments.

An expert in managing and developing people and teams, building professional capacity and capability, providing strong leadership and
communications, and having experience leading large teams across multiple geographic locations.

Confident in decision making, identifying and utilising subject matter expertise and evidence to deliver high-quality operational recommendations to the CEO and key decision making committees, ensuring alignment with organisational priorities and service delivery.

First class leadership skills, both of high performing teams and corporately, with a proven ability to inspire, empower and align colleagues towards the achievement of strategic goals.

Experience operating credibly with senior stakeholders, with the ability to build strong working relationships with a wide range of partners within and beyond the organisation.

Proven experience of leading and managing complex operational delivery within a strategic framework, achieving positive outcomes under tight legislative or time-sensitive constraints.

Experience of collaborating with digital transformation initiatives to successfully embed new cloud-based systems, driving operational
improvement and modernising ways of working.

Benefits

Alongside your salary of £81,000, Valuation Office Agency contributes £23,465 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Whatever your role, we take your career and development seriously and want to enable you to build a successful career within the VOA and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits.

Equality , Diversity and Inclusion

The Civil Service values and supports all its employees. For example, we have strong and proactive staff networks, workplace adjustments for those who need them, and diversity and talent programmes to help everyone, regardless of background, to develop and progress to achieve their potential.

Work life balance

At the VOA we believe in working flexibly to enable our staff to achieve a great work life balance. This is reflected in our flexible working, hybrid working and family friendly policies.
Holiday allowances start at 25 days’ annual leave per annum (pro rata) rising to 30 days on a sliding scale over 5 years. You will also be entitled to 8 days public holidays, plus 1 day privilege holiday (pro-rata). Please note the dates vary in England, Wales and Scotland.

We offer generous paid maternity and paternity leave above statutory requirements, with up to 4 weeks paid paternity leave (double the statutory requirement).
We are also investing heavily in our premises with flagship offices opening recently in Leeds, London and Manchester.

Pay pension and other financial benefits

All new joiners are automatically enrolled into the Civil Service Pension Scheme; a competitive contributory pension where we will make a significant contribution to the cost of your pension. This is an average salary scheme, and the VOA contributes 28.97% of your earnings. Our People’s contributions are between 4.6% and 8.05% (2025/26 rates) and benefit from tax relief. For comparison, according to the Pensions Regulator, the minimum total employer and employee contribution are only 8%, of which just 3% has to come from the employer. The Civil Service Pension Scheme is a huge benefit for our people and sets us apart from private sector
organisations.

Our great reward system ensures our people are recognised for their hard work. Senior Civil Servants may also be considered for end of year and in-year non-consolidated performance bonuses subject to individual performance. All colleagues also have access to great discounts on key shops/services. Long service awards are presented for career milestones. In addition, there is a season ticket loan scheme, a cycle to work scheme (worth up to £4000) and vouchers for eye care.
Our people also have access to our employee assistance programme, which provides a range of wellbeing support services including free counselling.

Civil Service Pension

Great member pension

• Defined Benefit Pension
• A secure pension payable for life with no investment uncertainty
• Choice of a tax-free lump sum
• Generous build rate of 2.32% of your earnings as a pension each year.
• Choice of entering a Defined Contribution scheme

Generous employer Contribution

Extremely generous employer contribution – on average 27% of your pay
These contributions pay for:

• A pension for you
• Pension for your loved ones
• Death benefits
• Ill health benefits

What pension could you get?

For example, if you earned £70,000 per year

• After 10 years you could have a pension of £16,610pa or a pension of £10,678pa and a tax-free lump sum of £71,187
• After 20 years this could be £34,070pa, or a pension of £21,902pa and a tax-free lump sum of £146,014

Death benefits

• Ability to nominate anyone (including charities) for a tax-free lump sum in the event of your death
• Lump Sum of up to two times your pay
• Pension for eligible children

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

To apply for this post, you will need to complete the online application process outlined below. This should be completed no later than Sunday 15th February 2026 11:55pm.

1. A CV setting out your career history with key responsibilities and achievements, qualifications and previous skills. Please ensure you have provided reasons for any gaps within the last two years.

2. A Personal Statement outlining your suitability for the role, paying particular attention to essential criteria in the Person Specification and how you consider your personal skills, qualities and experience provide evidence of your suitability for the role (1,250 word limit).

Failure to complete both the CV and Personal Statement will mean the panel only have limited information on which to assess your application against the essential criteria in the person specification.

Shortlist and Staff Engagement Exercise

A panel, including the Chief Executive, Chief Operating Officer and Director of People Group, will use your CV and personal statement to assess your application and select those demonstrating the best evidence provided against the essential criteria set out in the ‘Person Specification’ section.

If you are shortlisted for interview, you will be asked to take part in a staff engagement exercise. This assessment will not result in a pass or fail decision but is instead designed to support the panel’s decision making and highlight areas for the panel to explore at interview. These assessments will be conducted virtually and full details of how to participate will be provided to you.

You will also have the opportunity to speak to the vacancy holder around this time to learn more about the role and the organisation (please note these chats are not part of the formal assessment process).

Interview

The final stage of the assessment is a panel interview. You will be asked to attend a panel interview to have a more in-depth discussion of your previous experience and professional skills in relation to the criteria set out in the Person Specification.

At the interview we will use experiences and technical skills to assess candidates. You can find more details and guidance on the Success Profiles GOV.UK page.

The Success Profile Framework will be used to assess and recruit the most suitable candidate.

As well as experience, we will also be using the following behaviours at the interview stage:

1. Leadership
2. Communicating and influencing
3. Seeing the big picture
4. Delivering at pace

We will also ask you to prepare and deliver a 5- minute presentation or undertake an exercise as part of your interview.

Further information on the above will be provided upon invite to interview.

Please note Interviews will either be conducted in person at Canary Wharf, London or via Teams. This will be confirmed to shortlisted candidates.

The timeline in slide 14 outlines the steps in the assessment process and indicates the date by which a decision is expected to be made. Candidates will be advised of each outcome stage as soon as possible thereafter.

Panel members

The panel members for this assessment will be:

VOA Chief Operating Officer (Vacancy Holder and Chair)

VOA Chief Executive Officer

VOA Director of People Group

HMRC Deputy Director Operational Excellence, Business Delivery.

Offer

We will notify you of the outcome and make an offer to the successful candidate as soon as possible. Security clearance will be required.
Please refer to FAQs.

Arrangements for interview

Expenses incurred by candidates during the recruitment process will not be reimbursed except in exceptional circumstances and only when agreed in advance.

Reserve Lists

If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a
reserve list for up to 6 months, and future vacancies requiring the same skills and experience could be offered to candidates on the
reserve list without a new competition.

Closing Date

The deadline for applications is Sunday 15th February 2026 at 11:55pm.

Alternative Formats

The Candidate Information Pack for this campaign is also available in an accessible word format in the advert.

GDPR

In line with GDPR, we ask that you do NOT send us any information that can identify children or any of your Sensitive Personal Data (racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, data concerning health or sex life and sexual orientation, genetic and / or biometric data) in your CV and application documentation. Following this notice, any inclusion of your Sensitive Personal Data in your CV/application documentation will be understood by us as your express consent to process this information going forward. Please also remember to not mention anyone’s information or details (e.g. referees) who have not previously agreed to their inclusion.

Selection Process Timeline

Whilst we try to offer as much flexibility as we can, the interview dates are fixed. If you are successful, we ask that you exercise flexibility through the process and make us aware with advanced notice if any of the below is unsuitable.

The timetable is as follows:

Advert closing date: Sunday 15th February at 11:55pm.

Sift result released: By Friday 27th February.

Staff engagement exercise: Friday 6th March.

Interviews: Tuesday 24th March.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service at: scscandidate.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
• Complete the ‘assistance required’ section in the ‘personal information’ page of your application form to provide information we should be aware of that will enable us to support you further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Further Information

If you are experiencing accessibility problems with any attachments on this advert, please contact: scscandidate.grs@cabinetoffice.gov.uk

Feedback will only be provided if you attend an interview or assessment.This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.

As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

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.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 : SCS Recruitment Team
• Email : scscandidate.grs@cabinetoffice.gov.uk

Recruitment team

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

Further information

Civil Service Commission Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission’s Recruitment Principles.

In accordance with the Civil Service Commissioners’ Recruitment Principles, our recruitment and selection processes are underpinned by the requirement of appointment on the basis of merit by fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance you should contact; scscandidate.grs@cabinetoffice.gov.uk

If you are not satisfied with the response you receive you can contact the Civil Service Commission at info@csc.gov.uk and more information can be found at www.civilservicecommission.independent.gov.uk

Attachments

Deputy Director of Operations Jan 2026 v1 Opens in new window (pdf, 4558kB)Director of Operations Accessibility Pack Opens in new window (docx, 24kB)