Customer Support Operative - IT Service Desk

Job summary

We have an exciting opportunity to join the Service Management Centre, IT Service Desk Team as a Customer Support Operative, where you will be responsible for providing a single point of contact and an exceptional level of customer service for all HM Land Registry internal users.

This is a great opportunity to gain exposure of working in a mature, large scale IT Operation. You will also have the opportunity to learn within a front-line IT Service Desk support operational team and progress through a career aligned to the Government Digital and Data Framework.

Job description

The team owns the Incident and Service Request processes and fixes over 60% of incidents first line.

Main Duties:

• Provide a single point of contact for all IT user enquiries via our telephony system and other access channels into the IT Service Desk.
• Raise and respond to requests for investigation using our Service Management tool
• Respond to requests from the central IT Service Desk workstream – providing clear and concise instruction or information to users.
• Assure a high level of customer support and user satisfaction in all dealings.
• Ensure all user enquiries are processed and tracked in accordance with ISO20000 industry compliant service management procedures
• Keep users informed of progress of their requests and system issues; carrying out appropriate escalation when required
• Work collaboratively with service management cells and other teams to enhance service and customer knowledge, resources, and experiences.
• Support Service Improvement and project related activity
• Work towards ensuring the team meet their key targets.

For further information about the role, please see the attached Job Description and Candidate Pack.

Working arrangements

Please note a minimum of 30 hours per week is required for this post, or Job Share arrangements.

Please see the attached job description, detailing the Service Desk opening hours between 7am - 5pm. There is a requirement to provide occasional cover on a weekend, which is currently worked as overtime.

HMLR expect everyone to spend at least 60% of their working time in the office.

Person specification

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

Essential Technical Skills:

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.
• An awareness of IT infrastructure and/or IT operations.
• Ability to attain Service Management qualifications – such as ITIL4 Foundation.
• Experience in the use of Microsoft Business Applications, specifically desktop software applications.

Essential Experience Criteria:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Displays patience, provides tactful advice, especially under pressure and where there are competing demands.
• Demonstrates an adaptable approach to problem solving.
• Ability to adapt to changing environments.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.
• Ability to work and collaborate as part of a multi-functional team.
• Able to work flexibly, contribute positively to the team environment, work effectively with limited supervision.

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:

• Communicating and Influencing
• Working Together
• Delivering at Pace

Technical skills

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

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.
• An awareness of IT infrastructure and/or IT operations

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.

The HMLR Way – Our Shared Commitment

What you can expect from HMLR:

• Inclusive & Empowering: A positive, healthy environment where everyone feels valued and empowered to contribute
• High Performance: Access to tools, resources, and development opportunities within a supportive culture
• Value & Recognition: We value team and individual improvement, learning from setbacks as much as celebrating success
• Clarity & Transparency: Clear communication of our vision and priorities, so our direction and decisions are evident

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 test:

• Customer Service Skills Test (Customer Service 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:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Displays patience, provides tactful advice, especially under pressure and where there are competing demands.
• Demonstrates an adaptable approach to problem solving.
• Ability to adapt to changing environments.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.
• Ability to work and collaborate as part of a multi-functional team.
• Able to work flexibly, contribute positively to the team environment, work effectively with limited supervision.

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

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.
• An awareness of IT infrastructure and/or IT operations.

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:

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.

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 this stage, you will be invited to attend a face-to-face interview in our Plymouth office which will include a tabletop exercise w/c Monday 22 June 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 interview, but they should be used as a prompt only.

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

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 : Linda Costin
• Email : linda.costin@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

AO - SDSK Customer Support Role Job Description FINAL Opens in new window (pdf, 188kB)Transformation & Technology Candidate Pack 2026 Opens in new window (pdf, 2033kB)