About the job

Job summary

Do you have practical experience in external customer engagement and/or account management? If so, we would love to hear from you. 

We're looking for 3 great candidates to join HM Land Registry's Service Performance and Integration (SPI) team as a Relationship Manager as part of our £200 million pound  Local Land Charges Programme.

Job description

The Service Performance and Integration (SPI) team play a key role in supporting authorities which originate local land charges, including local authorities which have migrated their own registers to HM Land Registry (HMLR). The team also support individuals and organisations that conduct searches of the register.

As part of the SPI Team, you will develop relationships with and support the many different users of the service including local authorities, other originating authorities, and search service customers. You will respond to enquiries and resolve varied live service issues, collaborating with colleagues in the Programme and other areas of HMLR where necessary.

Person specification

To meet the requirements of this role, you will have practical experience in external customer engagement and/or account management, and a proven ability to deal with customer queries and resolve issues. You can constructively challenge practice and process and deliver improvements, as well as manage time sensitive tasks and prioritise accordingly. 

This is an exciting opportunity to be part of a team who will be supporting the ongoing monitoring and integrity of the live local land charges service. You will be able to develop your skills and knowledge in customer engagement and data analysis; and deliver useful insights to the development teams to feed into product enhancement and continuous improvement.

Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable.

Please note, due to the nature of this role there is a minimum requirement of 30 hours a week. The role may also require occasional travel to other HM Land Registry offices, external event attendance or customer visits, including over-night stays.

For more information about the role, please see the attached candidate pack.

Benefits

Alongside your salary of £29,484, HM Land Registry contributes £7,960 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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.

Please cut and paste an anonymous CV into the full application form when prompted and include your qualifications and career history. 

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

• Practical experience in external customer engagement and / or account management.
• Proven ability to deal with customer queries and resolve issues.
• Proven ability to constructively challenge practice or process and deliver improvements.

In the event of a high volume of applications, we reserve the right to assess against the leading essential experience criteria first:

• Practical experience in external customer engagement and / or account management.

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 23:55pm on the advertised date.

The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a virtual, blended interview which will be conducted as a video interview week commencing Monday 29 January 2024.

The blended interview will assess the behaviours and experience listed in the candidate pack, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.

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

HMLR is accredited to the Disability Confidence 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 any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

You can find more information on how we use your personal data on our website

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 the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

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.