Head of Complaints Resolution

Valuation Office Agency; Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

A public sector agency in England is seeking a Head of Complaints Resolution to lead their complaints management team. You will ensure a customer-focused resolution service, leveraging insights to improve operations while supporting integration with HMRC. The ideal candidate will have strong leadership experience and a passion for customer service. This role promises opportunities for professional growth and collaboration within the agency.

Qualifications

• Proven track record of leading operational teams.
• Experience in complaints handling or customer service management.
• Ability to drive a culture of learning and continuous improvement.

Responsibilities

• Lead the delivery of a quality complaints resolution service.
• Use complaints data to inform operational strategies.
• Ensure alignment with best practices in complaint handling.
• Develop high-performing teams across multiple locations.

Skills

Leadership

Customer focus

Data analysis

Communication

Operational management

Job description

Overview

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.

Role

Head of Complaints Resolution - Role Overview

As the Head of our Complaints Resolution team, you will have a vital role in helping the Agency improve its service, and in finding a resolution for those customers where we haven't got it right. You\'ll lead a team of complaints managers to deliver a quality and customer-focused complaints service, resolving complaints fairly, transparently and efficiently whilst working in collaboration with colleagues across the Agency to do so. You will be expected to use and share complaints insight to shape how we deliver our services and to identify and feedback any emerging service issues to operational teams. As a senior leader you\'ll be accountable for the performance and direction of our complaints function. You\'ll be joining at a pivotal time, as the Agency prepares to integrate into HMRC and you\'ll be instrumental in working with HMRC's complaints team to manage that transition smoothly. You will be part of the Agency's Corporate Communications' senior leadership team. An experienced operational leader, with a track record of motivating teams and sustaining performance. You will be passionate about the customer and able to drive a culture of learning from complaints.

Responsibilities

• Lead the development and day-to-day operational delivery of a quality, efficient and customer-focused complaints resolution service (during and following integration with HMRC).
• Use complaints data and insights to inform lessons learned and shape future operational and customer service strategies.
• Provide expert advice and challenge to senior leaders on emerging issues, risks, and customer insights.
• Ensure team is aligned to, and meets, cross-Government and regulatory best practice, standards and priorities around complaint handling and works collaboratively with external regulators.
• Lead and develop a high-performing team, based in multiple locations. This involves ensuring productivity, professional growth, resilience and wellbeing. Championing innovation and continuous improvement, embedding a culture of learning and accountability.
• Design and deliver workshops, training, and engagement events across the organisation to build capability and awareness.

Disability Confident

About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .