Customer Services Delivery and Performance Lead
Job summary
We have a great opportunity for 2 Customer Services Delivery & Performance Leads to join our team. This is a vital role in providing visible strategic and operational leadership across a multi-channel customer service operation, delivering excellent customer outcomes, consistent service standards and strong business performance in line with HM Land Registry’s Strategy.Job description
In this role you will lead high-performing, customer focused teams across multiple sites and channels. You will create a culture of accountability, engagement, continuous improvement and evidence-led decision making, where leaders use live operational data, customer insight and colleague feedback to improve productivity, quality, accessibility and customer experience.
A key part of the role will be helping teams strengthen operational focus and consistency. You will use performance reporting, workforce planning, forecasting and customer insight to identify risks, respond to changing demand and ensure resources are deployed effectively. You will work with other leaders to reduce unnecessary variation, share best practice and make sure service improvements are embedded into day-to-day operations.
You will also support the successful delivery of change by ensuring project outcomes, expected benefits and new ways of working are understood, adopted and sustained. Through inclusive leadership, coaching and constructive challenge, you will build leadership capability and create the conditions for people and teams to perform well in a changing environment.
Person specification
To be successful in this role, you will need to demonstrate the following throughout the recruitment process.
Essential Technical:
- Experience of using digital and contact centre technology, workforce management tools, automation and data to drive measurable improvements in customer service, efficiency, accessibility and value for money
Essential Experience:
- Experience of leading high-performing customer service operations, using customer insight, complaints, quality assurance and feedback to improve customer and business outcomes.
- Experience of using operational performance data, customer insight and workforce planning to identify risks, set priorities, inform decision-making and drive service and performance improvements, supporting others to take ownership of outcomes
- Evidence of leading continuous improvement activity that delivered measurable operational, service, or productivity improvements.
- Experience of leading and embedding change across teams, balancing people, customer, and business impacts, within a complex operational environment.
- Experience of leading and developing people, including coaching, challenging and empowering leaders to improve capability, engagement and performance.
- Ability to translate strategic priorities into practical operational plans, ensuring teams understand expectations and deliver against them.
- Experience of working collaboratively across organisational boundaries, influencing stakeholders and translating insight into practical service improvements that deliver measurable benefits.
HMLR expect everyone to spend at least 60% of their working time in the office.
Please see the attached job description and candidate pack.
Technical skills
We'll assess you against these technical skills during the selection process:
- Give an example of how you used technology, automation or data within a customer service environment to improve service delivery. What personal contribution, decisions, actions you took, and the measurable impact on customer and/or business outcomes.
Benefits
Alongside your salary of £56,587, HM Land Registry contributes £16,393 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 Strengths, Experience and Technical skills.How to apply:
Please complete your CV to include your work history. We will be scoring your CV against the following essential technical and experience criteria:
- Experience of using digital and contact centre technology, workforce management tools, automation and data to drive measurable improvements in customer service, efficiency, accessibility and value for money
- Leading customer service operations:
Experience of leading high-performing customer service operations, using customer insight, complaints, quality assurance and feedback to improve customer experience and business outcomes. - Using data and insight to drive operational performance:
Experience of using operational performance data and workforce insight to identify risks, set priorities and make informed decisions that improve service delivery and operational performance.
Then complete the technical question (in no more than 250 words):
- Give an example of how you used technology, automation or data within a customer service environment to improve service delivery. What personal contribution, decisions, actions you took, and the measurable impact on customer and/or business outcomes.
Complete the Personal Statement section (in no more than 500 words), please demonstrate:
- Evidence of leading continuous improvement activity that delivered measurable operational, service, or productivity improvements.
- Experience of leading and embedding change across teams, balancing people, customer, and business impacts, within a complex operational environment.
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 23:55 on the advertised date.
Sift
The sift will take place shortly after the closing date.
In case of a high volume of applications, we will complete a pre-sift on your CV. Then we will complete a second pre-sift on the technical question:
- Give an example of how you used technology, automation or data within a customer service environment to improve service delivery. What personal contribution, decisions, actions you took, and the measurable impact on customer and/or business outcomes.
Interview
If successful at shortlisting stage, you will be invited to attend a face to face, blended interview and deliver a pre-prepared presentation. The interviews will be held in our Nottingham office.
The blended interview will test the essential experience listed in the Job Description, as well as the strengths associated with the role, details will be provided on invitation to interview.
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 strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.
We expect interviews to take place during the week commencing 9th November 2026.
Candidates can refer to notes within their 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.
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.
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.
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 basic (or equivalent) 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
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
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : Paula Sturdy
- Email : Paula.Sturdy@landregistry.gov.uk
Recruitment team
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 Services Delivery and Performance Lead Job Description Opens in new window (pdf, 164kB)Service Delivery Candidate Pack Opens in new window (pdf, 1791kB)Salary range
- £56,587 - £61,447 per year