Customer Service – VOA – Liverpool

Job Description

Role Overview: Customer Support Representative – Valuation Office Agency (VOA)

Operational Division: Public Sector Services – Liverpool

Compensation: £14.47 per hour

Brook Street is proud to facilitate the recruitment of Customer Service Representatives for the Valuation Office Agency (VOA), an executive arm of HMRC. This role presents a premier opportunity to integrate into a high-energy, collaborative department that provides essential public-facing assistance. As a representative, you will serve as the primary interface for the agency, predominantly managing incoming telephonic inquiries while providing critical administrative and data-management support to specialized teams. The position is dynamic and provides a robust foundation for building a professional career within a governmental framework.

Core Responsibilities:

• Inquiry Management: Address incoming telephonic requests from citizens with a focus on professionalism and operational efficiency.

• Problem Resolution: Deliver precise guidance and settle account queries with a high degree of confidence.

• Administrative Support: Execute data processing and clerical duties to facilitate the broader department’s objectives.

• Information Integrity: Uphold meticulous documentation standards and ensure rigorous attention to detail in all records.

• Collaborative Support: Operate effectively within a team-oriented, service-led environment to meet agency targets.

Operational Parameters and Schedules:

• Commitment: Full-time engagement exclusively; standard hours are 08:45 to 16:45, Monday through Friday.

• Induction Phase: Comprehensive training takes place in the Liverpool office over approximately 8 weeks, with flexible start/end times between 07:00 and 18:00 (7.5-hour shifts).

• Workplace Model: Onsite in Liverpool during the initial 8-week training period; transitions to a hybrid model (typically 3 days in-office, 2 days remote) based on performance.

• Restrictions: Part-time schedules or compressed work weeks are not supported for this specific vacancy.

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Job Data Table

Category	Details
Company Name	Brook Street (for VOA/HMRC)
Location	Liverpool, United Kingdom
Locality	City Centre (Hybrid after training)
Country	United Kingdom
City	Liverpool
Region	North West England
Job Type	Temporary (until 31st March 2026)
Salaries	£14.47 per hour
Experience Level	Entry Level / Customer Service
Travel	None (Hybrid eligible)
Language	English
Benefits	Hybrid Working, Armed Forces Covenant Support

Skills & Competency Table

Skill	Level
Telephone Communication	Advanced
Data Entry Accuracy	Expert
Public Sector Knowledge	Basic
Problem Solving	Intermediate
Attention to Detail	Expert

Salaries Pay Calculator Table

Component	Amount
Annual Salary	£28,216 (Based on 37.5 hrs/week)
Bonus	Not Specified
Total Compensation	£14.47 per hour
Notes	Contract is temporary with potential for extension

Job Summary

This role involves handling inbound calls and administrative tasks for the VOA (part of HMRC) in Liverpool. Following an 8-week onsite training period, you will transition to a hybrid schedule. It is a full-time, temporary position paying £14.47/hour, ideal for those seeking professional government-sector experience and long-term career growth.

5 Simple FAQs

• What is the VOA? The Valuation Office Agency is a part of HMRC that handles property valuations and council tax bandings.

• How long is the training? Training takes place in-office in Liverpool and typically lasts for 8 weeks.

• When does the hybrid work start? Hybrid working (3 days in office, 2 from home) starts after successful training and performance reviews.

• Is there a chance for the contract to be extended? Yes, the contract is until March 31, 2026, with a likelihood of extension.

• Does Brook Street support veterans? Yes, they offer guaranteed interviews to veterans or military spouses who meet the essential criteria.

Expert Analysis

This is an excellent entry point into the Civil Service. The £14.47 hourly rate is significantly above the standard retail or hospitality customer service average. While the training is strict and onsite, the eventual hybrid flexibility and the “likelihood of extension” make this a highly stable and desirable public sector role.

Location & Logistics Guide

The role is based in central Liverpool, easily accessible via Lime Street and Moorfields stations. During the training phase, the 08:45 start time aligns well with major Merseyrail and bus schedules. Once hybrid, the 3-day office requirement ensures you stay connected with the team while enjoying remote flexibility.

https://en.wikipedia.org/wiki/Liverpool

Career Path

Customer Service Officers at the VOA often progress into Case Manager or Valuation Technician roles. Successful completion of this contract builds a strong foundation for permanent Civil Service applications (AO or EO grades). The administrative and data processing skills gained are highly transferable to any high-level corporate or government operations role.