Customer Support Officers - Swansea
Job summary
It's an exciting time to join us, as HM Land Registry (HMLR) is committed to becoming the world’s leading land registry for speed, simplicity, and an open approach to data, and aiming to achieve comprehensive registration by 2030.
HM Land Registry (HMLR) are looking for great candidates to join them as Customer Support Officers in teams in Swansea. This is a key customer facing role, supporting a wide range of customers including property professionals and citizens. You will have strong customer service skills, be resilient and confident when dealing with a variety of customer situations.
If you are looking for a challenging role you can really make your own and want to join HMLR on their exciting journey, start your application today.
Job description
This role requires you to be the first point of contact to deal with a range of Land registration enquiries from both business and citizen customers arriving through varying channels. The Customer Support Officer is responsible for providing prompt, professional and accurate information to customers. Delivering an excellent customer service which balances quality and cost effectiveness supporting the aims of the Customer Strategy.
As this is an entry-level opportunity, you will receive fantastic training to make you an expert in your field. There will be opportunities to undertake various offline tasks as part of the role. If you want to progress, there are plenty of opportunities to take on extra work and responsibility and room to grow and move up through the organisation.
Our Customer Support Centre is open from 8.00am until 16:30 pm, Monday to Friday, but sometimes we take calls until 17:00pm. CSC staff are on flexible working patterns and all team members are expected to fully contribute towards ensuring that there is sufficient cover available to take the forecasted volume of calls throughout the opening hours.
CSC staff are required to schedule working hours in advance to ensure sufficient cover is in place.
The role is anticipated to start in August/September 2026. If you are successful in securing a position, there will be a significant amount of training required (approx. 26 weeks) and we would require you to be in full attendance in the office during this time. Due to the extensive training programme for this role, you will be required to work full time during the initial training period for 14 weeks.
If successful in securing a position, we can discuss any pre-booked holiday.
Following successful completion of training and consolidation of your learning, you will be able to request flexible working patterns in line with our flexible working policy , you will also be able to undertake hybrid working. HMLR believe that a blended approach to where you work may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office.
Person specification
You can demonstrate effective verbal and written communication skills, with a reasonable level of fluency in English and always put the customer first. You will also be a strong team player and have an approachable persona. You will be a self-starter with great organisational and time management skills and a working knowledge of Microsoft software. With a great eye for detail, you will be able to spot mistakes where others don’t. You can make sound judgements, providing clear advice in challenging or sensitive situations.
Qualifications and experience are not essential for this role; however, a Customer Service qualification or relevant experience is desirable. We are very keen to receive applications from Welsh speakers. Please ensure that you indicate on the application form that you have Welsh language skills.
This is a job with responsibility, so you will need to rise to the challenge, taking ownership of the work you do and the results you achieve.
The Customer Support Officer position is classed as a "public-facing" role. In November 2016 the government published a code of practice on the English language requirements for public sector workers https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/573013/english_language_requirement_public_sector_workers_code_of_practice_2016.pdf
Please see the attached candidate pack for further details of the role and responsibilities.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
- Working Together
Benefits
Alongside your salary of £26,811, HM Land Registry contributes £7,767 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.
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 and Experience.You will be asked to complete a short application form in the first instance and sit the following test:
- Civil Service Customer Service Skills Test (CSST)
Should you be successful in the test, you will be asked to complete the full application form, including copying and pasting your CV when prompted.
The personal statement should be used to outline your skills and experience for the role. Using no more than 500 words and in the order listed below, please provide details of how you meet the following ‘Essential Experience’ criteria:
1. Customer focussed and able to evidence effective customer service skills within a customer service environment to achieve first contact resolution.
2. Experience of working as a team member to deliver common goals
The sift will take place shortly after the closing date. Due to the anticipated high volume of applications it is possible that you may pass the test minimum score but we might have to raise the pass mark and as a result, you may not progress to the next stage.
We may also complete an initial sift on the lead experience (first) question, as below.
1. Customer focussed and able to evidence effective customer service skills within a customer service environment to achieve first contact resolution.
If successful at sift, you will be invited to attend a telephone assessment from w/c 27th April 2026. Further information will be provided at the invite.
If successful from this stage you will be invited to a face-to-face interview w/c 18th May 2026.
Please come prepared to talk to us about the following four behaviours. In each example, we would like to know what you did, how you did it and the outcome from any actions you undertook. The panel will ask you questions about the examples you have shared with them.
To ensure all areas are covered during the interview, please keep your examples for each behaviour concise and focused.
Communicating and Influencing -
How you communicate and influence will be a key factor in this role. We would like to hear about a time you have dealt with a difficult situation and how you communicated to those affected. Your example should include what resources were available to you to communicate your message most effectively.
Managing a Quality Service -
As a Customer Support Officer, we would expect you to deliver excellent customer service. We would like to hear about a time when you have effectively managed a customer’s expectations and delivered great customer service.
Making Effective Decisions -
We are interested in how you approach decision making and would like to hear about a decision you have recently made. Your example should include the actions and any considerations you undertook to reach the decision.
Working Together -
As a Customer Support Officer, we expect you to work effectively as part of the wider Customer Support Group. We want to understand through your example, how you have proactively contributed to working together as part of a team.
The interview will also test 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.
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.
https://www.gov.uk/government/publications/success-profiles
Further details of the interview process will be provided to candidates who are invited to interview.
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 Monday 13th April 2026.
HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. DCS applicants who meet the minimum criteria at shortlisting may be invited to attend an 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.
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
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 : Gordon Foote
- Email : Gordon.Foote@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
Candidate Pack March 2026 Opens in new window (pdf, 1751kB)Salary range
- £26,811 per year