Head of Local Authority Engagement and Customer Experience
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.
Head of Local Authority Engagement and Customer Experience – Role Overview
The Head of Local Authority Engagement and Customer Experience will be responsible for two portfolios of work: leadership of the Local Authority Engagement Team and the leadership of the Customer Delivery Planning team. The role holder will also be an active member of both the VOA Senior Leadership Team (SLT) and Chief Operating Officer SLT, supporting broader leadership activities and events and developing engagement across the teams.
The role involves building and maintaining relationships with Local Authorities and setting strategies to strengthen partnership working. Additionally, the role holder will lead the VOA Customer and Channel Strategy, overseeing the delivery of customer related activities across operations.
Head of Local Authority Engagement and Customer Experience – Key responsibilities- Identify and action opportunities to influence Local Authorities (LA) to ease operational pressure on LA’s using feedback mechanisms to understand in real time the challenges LA’s face and identify operational pain points/ improvements.
- Ensure LA engagement activities contribute to both strengthening partnership working and driving operational efficiencies, responding to external risks arising from LA related matters and make recommendations about handling.
- Maintain the LA Working Group supported by the in-team secretariat function, including chairing meetings and ensuring agendas are relevant, topical and informative to members.
- Lead the operational delivery of the Customer and Channel strategy, overseeing the operations led delivery group tasked with overseeing the timely delivery of customer related activities in Operations.
- Be an active member of the Customer Experience Group responsible for overseeing the delivery of the Strategy, helping to ensure the group scrutinises the right operational issues at the right time.
- Oversee the preparation and maintenance of insight led customer journey maps to guide and inform customer related change initiatives.