Administrative Officer – Customer Service Centre

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 Criteria’ and ‘Person Specification’ outlined in the advert when providing your answer. 

Sift – W/C 15th January 2024 

Please note these dates are provisional and may be subject to change.

We will assess you on your Personal Statement. 

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

Interviews – Date to be confirmed.

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.

Further Information 

This post is full time however those applicants who do or wish to work an alternative working pattern are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder.

In the VOA, we are an office-based organisation, but all colleagues have access to hybrid working by default, as our roles have aspects which can be completed from home. The amount that colleagues work from home or office is defined by several factors including the nature of the work they carry out, the needs of their stakeholders, their development needs, and personal circumstances such as caring responsibilities. With this specific role we’d be looking for colleagues to work around 3 days per week in the office, once they have been trained. Upskilling is largely expected to take place within the workplace. To learn more about the specific hybrid working arrangements for this role, please contact the vacancy holder.

We will initially be scheduling our people between the hours of 7am to 7pm, Monday to Friday. Whilst we are flexible to take personal circumstances into account wherever possible when setting the rotas, we are limited in allowing people to ‘fix’ set hours outside of these times. However, please do contact us if you would like to discuss any individual circumstances which may restrict your availability between these hours (e.g. caring responsibilities, or childcare). Please be aware that our future hours of operation are under review, and in future may be between 7am & 9pm Monday to Friday and 9am to 5pm on weekends.

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  

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. 

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.

Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter. 

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 via voarecruitment.grs@cabinetoffice.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 an interview, or if you’re deaf, a Language Service Professional.  

Terms & Conditions

Voluntary terms apply. 

Reserve Lists

If we have more successful candidates than available vacancies, we will hold a 6 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. 

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.