Customer Support Centre Site Leader

Details

Reference number

291918

Salary

£39,516 A Civil Service Pension with an average employer contribution of 27%

Job grade

Senior Executive Officer

Contract type

Permanent

Business area

HMLR - Operations

Type of role

Operational Delivery

Working pattern

Full-time, Job share, Part-time

Number of jobs available

1

Contents

Location

About the job

Benefits

Things you need to know

Apply and further information

Location

Swansea, Wales, SA7 9FQ

About the job

Job summary

We have a great opportunity for a Customer Support Centre Site Leader to join our Customer Support Centre (CSC), providing direct contact with and support for our customers, who depend on our expertise, knowledge and impartiality.

This is a highly visible and key leadership role, responsible for delivering an excellent multi-channel front-line customer support and interaction service. As a Site Leader in HM Land Registry’s Customer Support Centre, you will be responsible for improving customer outcomes and a developing a culture of first contact resolution. You will have responsibility for driving forward the identification of trends and customer issues so that we can continue to improve our services.

Job description

In this role you will work closely with the CSC Site Lead based at the Durham office to enable us to offer a quality service across the function. As a member of the CSC Senior Management Team, you will also work closely with leads in Training, Resource Planning & MI, Change Management, Continuous Improvement and Customer Resolution, as well as other senior managers and stakeholders across HMLR.

You will lead and develop your team of Team Leaders, embedding the Brilliant Teams Inspiring Leaders programme, using a supportive coaching style, whilst role modelling HM Land Registry’s culture, values and leadership behaviours. This will involve empowering leadership on a range of day-to-day operational matters as well as successfully implementing change and improvement, developing the capability of the CSC teams to deliver customer service excellence.

For further details about this role, please see the attached Candidate Pack.

Person specification

To be Successful in this role you will have line management and leadership experience in a similar sized customer centric organisation. Significant experience of providing high quality customer support and customer interaction services. Have a developed understanding of customer needs and experience of delivering excellent customer outcomes. You can develop effective relationships with a range of stakeholders to support the delivery of business outcomes. Experience of managing and delivering change and supporting innovation and continuous improvement within a customer environment. Be able to influence at all levels within an organisation. Can work as part of a team, demonstrating flexibility, motivational leadership and the ability to deliver in a pressurised environment. Manage cross functional communications to clarify goals and activities and the links to business strategy and ambitions.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Making Effective Decisions
• Leadership
• Communicating and Influencing
• Managing a Quality Service

Benefits

Alongside your salary of £39,516, HM Land Registry contributes £10,669 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity – we value honesty, trust and doing the right thing in the right way.
• We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
• We are professional – we value and grow our knowledge and professional expertise.
• We give assurance – we guarantee our services and provide confidence to the property market.

You can find more information on our rewards package on our website.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

To apply you will need to enter your career history into the CV section of the online application form and complete a Personal Statement.

The personal statement section (in no more than 750 words) must be used to provide details of how you meet the essential experience listed below:

• Experience of managing and delivering change and supporting innovation and continuous improvement within a customer environment.
• Line management and leadership experience in a similar sized customer centric organisation.
• Significant experience of providing high quality front-line customer support and customer interaction services.

In the event of a high volume of applications for this vacancy, an initial sift will be conducted on the essential experience criteria, experience of managing and delivering change and supporting innovation and continuous improvement within a customer environment.

A full sift will only be carried out on those applications that pass the initial sift stage.

Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application.

Ensure your application form is received by the closing date for receipt of applications – this is 11:55pm on the advertised date.

The sift will take place shortly after the closing date.

If you are successful at the sift stage you will be invited to attend a blended interview, which will be carried out either face to face at the Swansea office or via MS Teams, this will be confirmed after the sift stage. Interviews will be held W/C 10th July 2023.

The blended interview will include a pre-prepared presentation and will test the behaviours listed in the job description, as well as the strengths associated with the role.

We want to hear your first, unrehearsed, natural response to strength questions, and so we don’t advertise which strengths are being tested.

The best way to prepare for strength questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working: https://www.gov.uk/government/publications/success-profiles.

Candidates may refer to notes within their video interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.

If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

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

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Victoria Golightly Email : victoria.golightly@landregistry.gov.uk

Recruitment team

Email : hrresourcingteam2@landregistry.gov.uk

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email hrresourcingteam2@landregistry.gov.uk in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/