About the job

Job summary

We have an excellent opportunity for a Service Delivery Lead (Complaints) to join our Service Delivery Directorate. Through your inspirational leadership and customer expertise, you will lead HM Land Registry to deliver improved customer outcomes.

You will be accountable for the implementation of the new holistic and proactive complaints handling and management system across HM Land Registry, leading through others to reduce levels of dissatisfaction and ensure improved customer experiences. This will include influencing the detail of the new complaints design, structure, and governance model.

You will take ownership of the end-to-end complaint and feedback customer journey, working closely with senior leaders across HM Land Registry, leading and proactively championing improvements across interactions across all supported channels.

Job description

As a visible leader across HM Land Registry, you will be responsible for the delivery of effective complaint resolutions and organisational learnings from complaints and feedback, through development of robust learning loops. With a strong focus on leading through others, you will drive development activities to improve organisational capability and enable early resolution by empowered and well-trained people.

As the Delivery and improvement lead for customer dissatisfaction and feedback across HM Land Registry, you will be accountable for the delivery of an exceptional, high-quality complaints management and resolution system, against the defined service and quality measures. This will include taking a leading role in the implementation of the new system ranging from people (capability, training, support), process/policy through to technical changes to enable an optimum and sustainable delivery model across supported channels.

Within the role, you will optimise operational efficiency and capacity through effective complaint handling processes and continuous improvement through a customer and people centric and strategic mindset.

You will collaborate with our external customers and other government departments, regulatory bodies and with networks in the customer service industry to improve the complaint management practice and position HM Land Registry as an exemplar in complaints resolution and resulting change to continuously enhance the service and support we provide.

Person specification

To be successful in this role, you will have a strong background in customer service leadership including complaint management at an organisational level.

You will have demonstrable experience of implementing customer and people related change, with a strong ability to influence peers and senior leaders in order to deliver improved customer outcomes.

In addition, you will have proven experience of reducing customer dissatisfaction through effective analysis, process improvement and people development.  

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

Benefits

Alongside your salary of £56,943, HM Land Registry contributes £15,374 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.

To apply, please complete the online application form when prompted and include your qualifications, skills and career history. Please ensure your CV covers the Essential Experience criteria listed in the Candidate Pack.

Please also complete the Personal Statement section (in no more than 1000 words) and provide details how you meet the following Essential Experience criteria listed below:

• Strong background in customer service leadership, including ownership and management of complaints in a service organisation
• Proven experience of delivering improved customer outcomes at an organisational level
• Influencing peers and senior leaders to achieve desired results
• Experience of initiating and implementing customer and people related change

In the event of a high number of applications, we reserve the right to pre-sift on the following leading Experience criteria:

• Strong background in customer service leadership, including ownership and management of complaints in a service organisation

The sift will take place once we have received your application and if successful at shortlisting stage, you will be invited to attend a virtual interview, to include a pre-prepared presentation, which will be held through MS Teams w/c Monday 11 March 2024.

The interview will assess the essential experience and 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.

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.

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

If you would like further information about the use of your personal data, please click on the link below:

Job Applicant Personal Information

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.