Operational Manager

Job summary

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers. We offer access to a whole host of learning and development opportunities to support your career development.

We’re looking for talented people who are eager to contribute to vital public services and assist us to deliver taxation and benefits support to the government and local authorities. Your skills and experience will enable us to provide an efficient, effective service right at the heart of the public interest.

We are looking for people who are self-motivated, can communicate well with a wide range of people, pay attention to detail, and can use research and analytical skills in to make sound decisions.

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

Our Work

Opportunities are currently available to join the High Value Council Tax Surcharge (HVCTS) Team in the Valuation Office as an Operational Manager to manage a team of caseworkers who will help to maintain information and undertake bandings of domestic properties.

HVCTS is a new tax that was announced by the Chancellor in her 2025 Autumn Budget. The team will be undertaking a targeted revaluation and banding exercise of residential properties with a market value of £2 million and over that will underpin this new tax.

The team will be utilising a modern model assisted valuation approach, including valuer-led valuations. This is an exciting opportunity for talented people with the right knowledge, experience and skills to join the team.

This is a fantastic opportunity for someone who is passionate about leading people and driving performance. As an Operational Manager, you’ll inspire and support a team to deliver high-quality services, encourage innovation, and foster a culture of continuous improvement. You’ll play a key role in translating strategic goals into day-to-day operations, managing performance, and ensuring excellent customer outcomes. With a strong focus on collaboration, inclusion, and development, you’ll help shape a positive working environment where individuals and teams can thrive.

We are eager to hear from a wide range of people including those of you who are:

• Able to demonstrate great leadership with the ability to inspire and empower others.
• Are interested in working in an organisation with a range of flexible working options and where a good work life balance is part of the culture.

Applicants are welcomed from a diverse range of backgrounds to join our organisation as this enables us to be representative of the communities that we serve.

Key Responsibilities

The role of an Operational Manager is wide ranging. Duties will include:

• Leading and managing a team to achieve key operational delivery targets.
• Recognising and dealing with management issues within the team and resolving them quickly and effectively, robustly dealing with performance issues, applying the correct HR principles to process and escalating where appropriate.
• Creating and promoting an inclusive working environment that empowers and inspires everyone for their individual contributions.
• Engaging and supporting the team through change by communicating the reasons for it, identifying, and promoting potential benefits, and ensuring the team feel involved in the development of change plans.
• Identifying and communicating business needs and robust workforce plans to maximise efficiency, and to manage and mitigate potential risks.
• Encouraging innovation within the team to enable continuous improvement suggestions to be captured, evaluated, shared and implemented.
• Evaluating the impact of your own personal development on people and business performance, seeking out and acting on feedback whilst also encouraging team members to do the same.
• This role requires some travel, which may include overnight stays.

Please note that a 100% office attendance is required to support the team whilst they undertake training and get comfortable with our processes. This will be expected until the teams complete their training to the required expectations, which in general is up to 8 weeks. After this time, you will be able to work from home some of the time, in accordance with our hybrid working policy.

Person specification

Essential requirements

Our ideal candidate will be able to demonstrate their ability in the following areas:

• The ability to lead, inspire and motivate a team to deliver its objectives and business performance.
• Strong communication, prioritisation, and organisational skills.
• Understanding of people management policies and experience of effective implementation to support team attendance and performance.
• Strong coaching skills to empower and support individuals to improve their performance, providing constructive feedback throughout.
• Good horizon scanning skills - the ability to identify potential for business improvement and mitigate against future problems.

Other desirable requirements

• A knowledge of Domestic properties would be considered useful.

Behaviours

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

• Leadership
• Communicating and Influencing
• Changing and Improving

Benefits

Alongside your salary of £37,168, Valuation Office Agency contributes £10,767 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 and Experience.

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 including skills and experiences.

A Personal Statement (maximum 750 words), Please outline your suitability for the role. Please pay particular attention to the ‘Essential Criteria’ and ‘Person Specification’ outlined in the advert when providing your answer.

Sift - 27th March 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 your Personal Statement. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

Interviews - W/C 13th April 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.

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.

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

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.

As part of the application process you will be asked to tell us which of the locations available you can work in. You will be able to specify 1 option. Please be aware that you can be posted to any location that you put in your preferences.

Successful candidates must select one of the locations noted in this advert as their base office and will be expected to undertake regular travel to this location under the Agency’s hybrid working policy.

Due to the way the CS Jobs system is set up, when choosing your preferred locations, you will find that the Wembley & Canary Wharf locations will not appear on the list of options.

Should you wish to choose Wembley as a location then please select Harlesden.

Should you wish to choose Canary Wharf as a location then please select Tower Hamlets.

We will create separate merit lists for each location and make job offers from those lists. If successful you will be placed onto the list for your chosen locations. If you accept a role in one of the locations, you will automatically be removed from any other merit list

If you are currently completing an apprenticeship, please email resourcingteam@voa.gov.uk before applying. We will provide you with advice on whether we’re able to support the continuation of your apprenticeship.

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.

The VOA is an office-based organisation that supports flexible working. By default, everyone in the VOA is a hybrid worker with options to work in the office, at home or out and about, depending on the work they’re doing that day and where it’s best done.

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)
• 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 6-month reserve list.

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.

Starting Work

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

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.

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 : Leanne Wilkins
• Email : Leanne.wilkins@voa.gov.uk

Recruitment team

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