Account Management Support Executive

Job summary

This is an exciting time to be joining HM Land Registry (HMLR) to support and deliver on HMLR's Strategy and key objectives.

As the Account Management Support Executive, you will provide an appropriate level of challenge around activities and deadlines that are committed to and will be required to think creatively about continuously developing and delivering improvements to ways of working.

In addition, you will provide a full range of business management support to the team, taking the lead and making things happen on their behalf.

Job description

Within your role, you will support the smooth running of the Account Management (AM) team, including internal meetings, team culture and values, performance visibility, data requirements, and continuous improvement of ways of working. This includes managing the flow of customer information and reporting into and out of the AM team, ensuring outputs are accurate, timely, and well-coordinated.

You will develop and monitor performance measures across customer products, services, channels, and communications to support team objectives, whilst identifying any associated risks and recommend and implement actions to improve outcomes.

Building effective relationships across HMLR and working collaboratively with internal stakeholders to share insight, influence decisions, and support delivery is key to the role.

You will present Customer Engagement and Development in forums and projects, ensuring the customer voice is captured through direct customer feedback, using it more widely across the organisation, and implemented consistently in organisational and customer change.

Using data, CRM insight, dashboards, and analytics you will identify trends, maintain data integrity to support strategic decision-making and improve customer engagement and service delivery.

You will also provide advice, training, mentoring, and knowledge sharing to colleagues across your own team and wider teams where needed.

For more information about the role and main duties, please see the attached Job Description.

Person specification

To be successful in this role, you will need to demonstrate the below:

Essential Technical Skills:

• Experience of using Customer Relationship Management (CRM) systems. Understanding how meeting notes and data can support identifying customer trends or service delivery inconsistencies.
• Experience of understanding and identifying trends from data sets.
• Use of Microsoft office packages.

Essential Experience criteria:

• Experience of building positive relationships with senior stakeholders, and able to influence and offer helpful challenge.
• Excellent organisational skills, with proven ability to plan and coordinate delivery of competing tasks, as well as re-plan and react at speed as priorities change.
• Excellent verbal and written communication skills. Able to prepare complex reports and business submissions.
• Ability to identify and appropriately handle information that may be sensitive such as commercial or political.
• Evidence of proactively challenging and continuously improving team processes with a view to the team working better and smarter.

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

Behaviours

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

• Delivering at Pace
• Communicating and Influencing
• Working Together
• Leadership

Technical skills

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

• Experience of using Customer Relationship Management (CRM) systems. Understanding how meeting notes and data can support identifying customer trends or service delivery inconsistencies.
• Experience of understanding and identifying trends from data sets.

Benefits

Alongside your salary of £39,849, HM Land Registry contributes £11,544 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

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

To apply, you will be asked to complete a short application form in the first instance and take the following tests:

• Civil Service Verbal Test
• Civil Service Numerical Test

Should you be successful in the tests, you will be asked to complete the full application form. Please complete your CV to include your work history, experience and qualifications.

We will be scoring your CV against the essential experience criteria:

• Excellent verbal and written communication skills. Able to prepare complex reports and business submissions.
• Ability to identify and appropriately handle information that may be sensitive such as commercial or political.
• Evidence of proactively challenging and continuously improving team processes with a view to the team working better and smarter.

You will then be asked to demonstrate how you meet the following essential technical criteria (in up to 250 words each):

• Experience of using Customer Relationship Management (CRM) systems. Understanding how meeting notes and data can support identifying customer trends or service delivery inconsistencies.
• Experience of understanding and identifying trends from data sets.

Finally, you will be asked to complete the Personal Statement section in up to 500 words how you meet the essential experience criteria listed below in the attached Job Description:

• Experience of building positive relationships with senior stakeholders, and able to influence and offer helpful challenge.
• Excellent organisational skills, with proven ability to plan and coordinate delivery of competing tasks, as well as re-plan and react at speed as priorities change.

If we receive a high number of applications, we reserve the right to complete an initial sift on the lead essential technical criteria, as below:

1. Experience of using Customer Relationship Management (CRM) systems. Understanding how meeting notes and data can support identifying customer trends or service delivery inconsistencies.
2. Experience of understanding and identifying trends from data sets.

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 include a pre-prepared presentation Mon 13 July 2026.

The blended interview will test the technical skills, experience and behaviours listed in the attached job description, as well as any associated strengths associated with the role.

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

You should ensure you read the attached Job Description fully before submitting an application.

Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable. This will not be tested in the application or interview process.

HMLR is accredited to the Disability Confident Scheme (DCS), which denotes organisations which have a positive attitude towards disabled people.

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

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 : Allison Garfoot
• Email : Allison.Garfoot@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/

Attachments

Customer Engagement and Account Management JD v2 Opens in new window (pdf, 193kB)Candidate Pack 2026 Opens in new window (pdf, 1699kB)