Complaints Local Delivery Lead

Job summary

We have a great opportunity for a Complaints Local Delivery Lead to join our Customer Complaints Team. In this role you will be responsible for leading a high-performing complaints operation that delivers strong customer outcomes, consistent service standards and measurable business performance.

You will set clear expectations, build leadership capability and drive accountability across teams, using coaching and performance insight to reduce variation, improve productivity and strengthen service quality.

This role requires visible and credible leadership, with the ability to create a compelling direction for the service and translate strategic priorities into practical delivery.

Job description

Within this role, you will lead continuous improvement, identify opportunities to simplify processes, remove inefficiencies and embed ways of working that improve customer experience, operational resilience and overall service performance.

You will lead the development of insight-led performance management, ensuring high-quality data is translated into clear, board-ready outputs that shape strategic and operational decision making across Service Delivery.

You are a confident self-starter who takes ownership of performance, risk and delivery, and who can work collaboratively across Service Delivery to achieve wider organisational aims.

Using data, trend analysis and operational insight to define what good looks like, you will support evidence-based decisions and lead improvement activity that delivers greater consistency, efficiency and value across the service.

You will provide visible, inclusive and credible leadership that supports delivery of change, strengthens capability and builds a high-performing culture, creating an environment where people are clear on expectations, supported to grow and equipped to deliver strong customer and business outcomes.

Working closely with Service Delivery Leads, you will set work priorities, deploy resources effectively and maximise operational performance, productivity and service resilience.

You will also lead, coach and support the Complaint Team Leaders to identify, prioritise and deliver improvement activity, using evidence, insight and feedback to target the changes that will have the greatest impact.

This role also carries broader leadership responsibilities across the location, requiring strong cross-service collaboration, sound judgement and the ability to influence delivery, culture and performance beyond the immediate function.

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 Experience criteria:

• Significant leadership experience in a corporate customer service, complaints, customer relations or other service delivery environment, with a strong understanding of commercial drivers, customer outcomes and organisational reputation
• Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality and efficiency.
• Ability to apply commercial thinking to test, challenge and improve existing processes, procedures and ways of working, ensuring resources are used effectively and improvements deliver measurable benefit.
• Strong analytical capability, with experience of gathering and interpreting data, identifying trends, defining what good looks like, and leading improvement activity based on evidence, insight and performance risk.
• Proven ability to create a culture of continuous improvement, ownership and performance excellence, ensuring individuals and teams are equipped to meet changing business and customer needs.
• Proven ability to translate data into actionable insights that influence business decisions and strategy.
• Experience of developing and presenting insight and performance analysis in a clear, concise, senior or board-level format.
• Strong experience of leading continuous improvement and productivity initiatives, using workflow insight, service measures and performance data to improve efficiency, consistency and customer experience.
• Experience of using performance, quality and customer outcome measures to identify improvement opportunities, embed best practice and deliver sustained operational excellence.
• Experience of coaching, developing and empowering leaders and teams to deliver sustained high performance, accountability and consistently positive customer outcomes.

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:

• Seeing the Big Picture
• Changing and Improving
• Leadership
• Developing Self and Others
• Delivering at Pace

Benefits

Alongside your salary of £54,700, HM Land Registry contributes £15,846 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

#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 and Experience.

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

Civil Service Management Judgement Test. Practice test link here

Civil Service Management Judgement practice test

Should you be successful in the test, 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:

• Significant leadership experience in a corporate customer service, complaints, customer relations or other service delivery environment, with a strong understanding of commercial drivers, customer outcomes and organisational reputation.

Please answer the following role-specific questions on the essential experience skill in no more than 250 words:

• Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality and efficiency.

Finally, you will be asked to complete the Personal Statement section in up to 750 words how you meet the essential experience criteria listed below in the attached Job Description:

• Ability to apply commercial thinking to test, challenge and improve existing processes, procedures and ways of working, ensuring resources are used effectively and improvements deliver measurable benefit.
• Strong analytical capability, with experience of gathering and interpreting data, identifying trends, defining what good looks like, and leading improvement activity based on evidence, insight and performance risk.
• Proven ability to create a culture of continuous improvement, ownership and performance excellence, ensuring individuals and teams are equipped to meet changing business and customer needs.

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

• Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality and efficiency.

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 w/c Monday 10 August 2026.

The blended interview will test the 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 : HR Resourcing Team
• Email : hrresourcingteam2@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

Local Delivery Lead (LDL) Job Description_Complaints Opens in new window (pdf, 157kB)Candidate Pack 2026 Opens in new window (pdf, 1699kB)