Quality Coach – Valuation Support Unit

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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.

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

The Valuation Support Unit (VSU) sits at the heart of operations within the Valuation Office. As a Quality Coach you will work as part of the Quality team playing a pivotal role in ensuring that VSU provides an outstanding service for our customers and maintains a high standard of Customer satisfaction and Quality.

You will offer support, and quality check work ensuring compliance with guidance whilst ensuring effective outcomes for our customers. You will provide impartial and constructive feedback, delivering targeted one-to-one and team coaching to build capability and confidence. Working closely with managers and stakeholders, you will analyse quality trends, promote consistency, and drive continuous improvement to ensure exceptional service.

Key responsibilities

• Select cases for assessment based on a quality risk assessment approach, completing full and impartial assessments in line with peak workflows.
• Lead impactful one‑to‑one and team‑based coaching interventions, using constructive feedback and targeted recommendations to support development and improve performance, recognising good practice where appropriate.
• Analyse quality metrics to identify trends, patterns, and areas for improvement for both individuals and the workstream.
• Collaborate with VSU Leadership Team, Subject Matter Experts, and Line Managers to identify areas for improvement and develop action plans to enhance customer service quality and efficiency.
• Establish consistency and standardisation of VSU processes, ensuring aligned application of guidance across teams.

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)

This vacancy is using Success Profiles (opens in a new window), 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 Personal Statement (maximum 500 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 - 2 October Please note these dates are provisional and may be subject to change.

We will assess you on your Personal Statement.

Should a large number of applications be received, an initial sift may be conducted on Personal Statement against the lead essential criteria -

Strong people skills with the ability to coach individuals and teams to deliver excellent customer service

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

Interviews - w/c 19 October 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 Face to Face in our Durham office location. 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.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you.

If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: resourcingteamvo@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

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 Informaion

Sponsorship

We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.

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 via resourcingteamvo@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

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. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

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.

Terms & Conditions

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

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

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.

Concerns/Complaints

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: resourcingteamvo@hmrc.gov.uk

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