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Driver and Vehicle Standards Agency

Deputy Head of Customer Contact

<h4>Job summary</h4><p><strong>About us</strong></p><p>We are an arm’s length body of the Welsh Government, responsible for the strategy, funding and oversight of:</p><ul><li>further education</li><li>higher education including research and innovation;</li><li>apprenticeships</li><li>adult community learning; and local authority maintained school sixth forms.</li></ul><p>We work in close collaboration with our partners to enable a tertiary education and research system which is centred around the needs of learners; society; and economy with excellence, equality and engagement at its heart.</p><p>Our values really matter to us, they help shape the culture of our organisation:</p><ul><li><strong>Dysgu</strong> (to learn; to teach; to educate) - learning is at the heart of everything we do. We believe curiosity fuels innovation and helps expand our horizons.</li><li><strong>Cydweithio</strong> (to work together; to collaborate; to co-operate) - we can achieve far more together than we ever could alone.</li><li><strong>Cynnwys Pawb</strong> (to include everyone; to involve everyone) - we are passionate about inclusion, seeking to create the right conditions for everyone to achieve their full potential.</li><li><strong>Rhagori </strong>(to exceed; to excel) - we have high aspirations for tertiary education and research in Wales and always set high standards for ourselves to be the best we can be.</li></ul><p>We are proud to be a Disability Confident employer and accredited as a Living Wage employer.</p><p><strong>Location</strong></p><p>Our headquarters is in 2, Capital Quarter, Cardiff, which has been specifically designed to meet our needs. This is where most colleagues will meet to collaborate, both with each other and with stakeholders.</p><p>As we operate across Wales, we also have limited office and collaboration space in Welsh Government offices in Llandudno Junction, Aberystwyth, Swansea and Merthyr Tydfil.</p><p><strong>Main purpose of the job</strong></p><p>Continuing and intensifying work on equality of opportunity and welfare, is a vital tool in building a fairer, more equal, healthier Wales. As a senior manager, you will play an important role in Medr’s efforts in promoting equality of opportunity and enhancing staff and student welfare. You will contribute to creating a more equitable tertiary education system for all who can benefit from it.</p><p>The role will provide the opportunity to develop and implement tertiary education policy within the Widening Access and Inclusion Team, and work across Medr and collaborate with partners to achieve these goals.</p><p>As a senior manager, you will develop, implement, and monitor equality of opportunity- and staff and student welfare-related policies, ensuring compliance with relevant legislation.</p><h4>Job description</h4><p><strong>What you'll be doing</strong></p><p>You will:</p><ul><li>Provide advice on relevant policy areas, ensuring policy development is evidence-informed and aligned to legislation and government expectations set out in strategies, plans and best practice by working across Medr with Welsh Government and other UK- and Wales-specific organisations;</li><li>Work with tertiary education providers and other partners, working across Wales, and across the UK where appropriate, building relationships that will support the realisation of Medr’s ambitions on equality of opportunity and welfare;</li><li>Deliver on Medr’s regulatory and funding responsibilities, including through oversight and monitoring of relevant parts of the tertiary regulatory approach and funding activities that support equality of opportunity and welfare;</li><li>Provide assurance to, and seek advice from, Medr groups and committees on equality of opportunity and welfare policy development, implementation, funding and outcomes;</li><li>Working collaboratively across Medr to ensure that policy development draws on the diverse expertise and experience within the organisation;</li><li>Contribute to Medr’s corporate functions as appropriate, including as they relate to Corporate, Operational and Strategic Equality Plan objectives, regulatory and funding functions, risk and assurance activity;</li><li>Line manage initially one team member.</li></ul><p><strong>Key challenges</strong></p><p>Your key challenges include:</p><ul><li>Operating in a complex tertiary education context, taking account of the diversity of the education system;</li><li>Engaging and involving a wide range of education providers and external partners to address entrenched inequalities;</li><li>Ensuring that equality of opportunity and staff and student welfare policy supports continuous improvement and ensures a more equitable system for staff, students and learners;</li><li>Managing competing priorities in a high-profile, challenging and evolving policy context. </li></ul><p><strong>About your team</strong></p><p>Part of the Learner Experience Directorate, the Widening Access and Inclusion Team promotes equality of opportunity, well-being and safety, participation in tertiary education as this relates to widening access, and contributes to the delivery of Medr's wider strategic duties. Our goal is to ensure inclusive learning and work environments for all, regardless of identity or social, cultural, economic, and organisational barriers. We support the Well-being of Future Generations Act (2015) and contribute to the civic mission of tertiary education, supporting people to fulfil their potential regardless of their background or circumstance.</p><p><strong>Your line manager</strong></p><p>Ryan Stokes is Head of Widening Access and Inclusion with over two decades of experience in the public sector and tertiary education. Ryan has held senior roles within policy and funding, including at the Higher Education Funding Council for Wales. Ryan’s career has been dedicated to advancing educational equity, with work focused on further education, adult community learning, and local delivery of a Welsh Government anti-poverty programme.</p><h4>Person specification</h4><p><strong>What you will bring</strong></p><p><strong>Attributes</strong></p><ul><li><strong>Drive</strong> - You demonstrate strategic thinking and a results-oriented approach.</li><li><strong>Honest</strong> - You build trust through consistent and reliable behaviour.</li><li><strong>Reflective</strong> - You critically assess your decisions and actions, seeking to learn from both successes and failures.</li></ul><p><strong>Experience</strong></p><ul><li> Proven ability to understand and interpret policy priorities, working collaboratively to develop strategies and implementation options with maximum impact.</li><li> Experience of developing and/or implementing policy, ideally within the tertiary education or public.</li><li>Knowledge of the tertiary education and research sector in Wales </li></ul><p><strong>Welsh language requirements</strong></p><p>We have evaluated that the Welsh language requirements for this post are:</p><p>Desirable </p><p>Welsh desirable means that while having Welsh language skills is useful for the role, it is not an assessment criterion, so it won’t disadvantage you during recruitment if you don’t currently possess these skills. </p><ul><li>Reading</li><li>Spoken</li><li>Understanding</li><li>Written</li></ul><h4>Benefits</h4>Alongside your salary of £49,301, Medr contributes £14,282 towards you being a member of the Civil Service Defined Benefit Pension scheme. <a href="https://www.civilservicepensionscheme.org.uk/memberhub/joining-the-pension-scheme/benefits-of-the-pension-scheme/" target="_blank"> Find out what benefits a Civil Service Pension provides.</a><p><strong>Your perks and benefits</strong></p><p>We recognise the importance of looking after ourselves in work and in life, so in recognition of this we provide:</p><ul><li>34 days annual leave a year (pro rata)</li><li>An environment that embraces work life balance.</li><li>A culture that celebrates diversity and welcomes everyone.</li><li>Dedicated well-being time to all our people each week.</li><li>A Cycle to Work Scheme to make owning a bicycle more affordable.</li></ul><p><strong>Additional Support when you need it</strong></p><p>We know that sometimes you may face challenges or life events that mean you need additional support. </p><ul><li>We provide a comprehensive employee assistance programme with remote access to resources and in person support whenever required.</li><li>We have a special leave policy ensuring everyone in the organisation receives the support they need during difficult times.</li></ul><p><strong>More than just a workplace </strong></p><ul><li>You will be entitled to take 5 days paid leave per year to undertake voluntary work to support the communities we serve.</li><li>We will encourage you to grow your networks across Wales, the UK and internationally.</li><li>We have an active social committee who offer a range of activities for our people to come together outside the work setting. You can participate as much or as little as you want.</li></ul><p><strong>Personal and professional development</strong></p><ul><li>Once you’re offered a post, we will get to know you and work with you to develop a personalised onboarding plan which considers your experience, skills, learning style and knowledge.</li><li>We’ll help you shape your development plans with personalised career conversations and objectives, taking account of delivery goals alongside your career aspirations and helping you own your career.</li><li>We support all our staff to learn or improve their Welsh language skills.</li></ul><h4>Things you need to know</h4><h4>Artificial intelligence</h4>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 <a href="https://www.civil-service-careers.gov.uk/artificial-intelligence-and-recruitment/" target="_blank">candidate guidance (opens in a new window)</a> for more information on appropriate and inappropriate use.<h4>Selection process details</h4><p>We are really interested in you as an individual and what you will bring to our organisation.</p><p>Our assessment process is designed to help us get to know you better enabling us to appoint someone who will thrive in the role and who shares our organisational values.</p><p>If you are interested in working with us, please send us your application and personal statement through Civil Service Jobs. </p><p>The following attributes/experience will be assessed at sift stage:</p><p><strong>Attributes</strong></p><ul><li><strong>Drive</strong> - You demonstrate strategic thinking and a results-oriented approach.</li><li><strong>Reflective</strong> - You critically assess your decisions and actions, seeking to learn from both successes and failures.</li></ul><p><strong>Experience</strong></p><ul><li>Proven ability to understand and interpret policy priorities, working collaboratively to develop strategies and implementation options with maximum impact.</li><li>Knowledge of the tertiary education and research sector in Wales.</li></ul><p>To be fair to everyone who applies, we won’t accept:</p><ul><li>Late applications</li><li>Applications with missing or incomplete information</li><li>Personal statements over 1,250 words</li></ul><p>The deadline for application submission is <strong>Sunday 25 January</strong>.</p><p>Applications are welcome in Welsh and will not be treated less favourably than those submitted in English.</p><p>All applications will be notified of their outcomes via Civil Service Jobs at sift and interview stage.</p><p>Candidates who successfully navigate the sift stage will be required to complete an online exercise to enable us to determine their behavioural and personality preferences. Immediately on completion you will be given a report which highlights your strengths plus some development tips to help you prepare for interview. Candidates should note that the online exercise is not intended to eliminate anyone from consideration. Instead, it serves as a tool to aid in the decision-making process.</p><p>Following this, you will be required to participate in an interview and a presentation both of which will be conducted on <strong>Wednesday 18 February</strong>.</p><p>In addition to the attributes assessed at sift stage, the remaining attributes will also be assessed at interview:</p><ul><li><strong>Honest </strong>- You build trust through consistent and reliable behaviour.</li><li>Experience of developing and/or implementing policy, ideally within the tertiary education or public.</li></ul><p>We strive for a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. We are happy to discuss any person-centred adjustments required to the recruitment process. Please contact <a href="mailto:swyddi@medr.cymru" target="_blank">swyddi@medr.cymru</a></p><p>We're looking forward to meeting everyone invited to interview at our headquarters in 2, Capital Quarter, Cardiff. We don’t usually pay travel expenses, but if this presents a real barrier to your attendance in person or if you require a reasonable adjustment, please let us know <strong>in advance</strong> by emailing <a href="mailto:swyddi@medr.cymru" target="_blank">swyddi@medr.cymru</a> so we can discuss and agree arrangements prior to your interview.</p><p>Following interview we are committed to offering constructive and actionable feedback to support you on your future career journey. </p><p><strong>Next steps</strong></p><p>Interested…? Want to find out more?</p><p>We know how important it is for you to find out more about us so we will be holding a <strong>virtual information session</strong> for candidates on <strong>Tuesday 13 January </strong>at<strong> 2pm </strong>on Microsoft Teams. This session will not be recorded.</p><p>This will be an opportunity for you to hear more about our organisation; the role and how we invest in our people. </p><p>If you would like to attend, register by emailing <a href="mailto:swyddi@medr.cymru" target="_blank">swyddi@medr.cymru</a>.</p><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must undergo a criminal record check.People working with government assets must complete <a href="https://www.gov.uk/government/publications/government-baseline-personnel-security-standard" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="https://www.gov.uk/settled-status-eu-citizens-families" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>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)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="https://www.gov.uk/government/publications/nationality-rules" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>The <a href="http://civilservicecommission.independent.gov.uk/code/" target="_blank">Civil Service Code (opens in a new window)</a> sets out the standards of behaviour expected of civil servants.<br><br>We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's <a href="https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/" target="_blank">recruitment principles (opens in a new window)</a>.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.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="https://www.gov.uk/government/publications/civil-service-people-plan-2024-2027/civil-service-people-plan-2024-2027-html" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="https://www.gov.uk/government/publications/civil-service-diversity-and-inclusion-strategy-2022-to-2025" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. <a href="https://www.civil-service-careers.gov.uk/prison-leaver-recruitment/" target="_blank">Read more about prison leaver recruitment (opens in new window)</a>.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : People and Culture Team</li><li>Email : <a href="mailto:swyddi@medr.cymru" target="_blank">swyddi@medr.cymru</a></li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:swyddi@medr.cymru" target="_blank">swyddi@medr.cymru</a></li></ul><h4>Attachments</h4><a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY2NDkmdmVyaWZ5PTQ5MWQ2NTI1MmY4OTMzMDMyMzg3MTdkMzYyYTgwYTY2JnJlcXNpZz0xNzY3NjczNDk0LWI0ODYxNzJhNmE0YWMzYmU5ZTU4MTM4OGM0MTMwNWZlMmYwYzQ1YTg=" target="_blank">Swydd Ddisgrifiad - Uwch Reolwr Cydraddoldeb a Lles Opens in new window</a> (pdf, 252kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY2NTAmdmVyaWZ5PTJlMTdkMDhlZTZhZDkxNzkwNDlkNTk3ZDAyNjZlN2NiJnJlcXNpZz0xNzY3NjczNDk0LWI0ODYxNzJhNmE0YWMzYmU5ZTU4MTM4OGM0MTMwNWZlMmYwYzQ1YTg=" target="_blank">Job description - Senior Equality and Welfare Manager Opens in new window</a> (pdf, 248kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY2NTEmdmVyaWZ5PWVlYTEwOTdmYjExYWFjYTI0OWI1OTIwYjhlZGJmYzlkJnJlcXNpZz0xNzY3NjczNDk0LWI0ODYxNzJhNmE0YWMzYmU5ZTU4MTM4OGM0MTMwNWZlMmYwYzQ1YTg=" target="_blank">Canllaw i Ymgeiswyr ar Lunio Datganiad Personol Opens in new window</a> (pdf, 112kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY2NTImdmVyaWZ5PWNjZTZlY2VmNjIxZWU5Y2QwZGUxY2RiYjNlMDg3ZTkzJnJlcXNpZz0xNzY3NjczNDk0LWI0ODYxNzJhNmE0YWMzYmU5ZTU4MTM4OGM0MTMwNWZlMmYwYzQ1YTg=" target="_blank">A Candidate's guide to crafting a personal statement Opens in new window</a> (pdf, 113kB)

Medr

Senior Equality and Welfare Manager

Business Change Manager

Crown Prosecution Service

Cynllun Hyfforddeion Cyfreithiol Cenedlaethol - Cyfreithiwr - Ionawr 2026 (i ddechrau Hydref 2027)

Cynllun Hyfforddeion Cyfreithiol Cenedlaethol - Bargyfreithiwr - Ionawr 2026 (i ddechrau Hydref 2027)

Chief Architect (£69,501 - £98,061)

Head of Corporate Sustainability

Associate HR Business Partner

Business Improvement Manager

Department for Transport

Head of Information Compliance and Deputy DPO

Commercial Category Manager Apprentice

Associate End User Computing Engineer

Estates Contract and Procurement Manager

Product Specialist

Senior Commercial Category Manager

Digital Product Specialist

Senior Data Analyst

<h4>Job summary</h4>Please refer to Job Description<h4>Job description</h4><p><strong>Overview of the job</strong></p><p>Post holders will undertake the full range of offender management tasks with people on probation under supervision including assessment, sentence implementation and producing reports; utilising service procedures and practice directions to underpin professional judgement.</p><p><strong>Summary</strong></p><p>To assess and manage the risk posed by people on probation to protect victims of crime and the general the public by:</p><p>• Providing information and advice to criminal courts, other criminal justice agencies and partner organisations.</p><p>• Supervise people on probation subject to community orders and licences and during custodial sentences.</p><p>• Contribute to the management of risk.</p><p>• Work with other agencies and groups to prevent crime and meet the needs of victims and people on probation.</p><p>In line with PS policies and procedures, the job holder must at all times demonstrate a commitment to equality and inclusion and an understanding of their relevance to the work they undertake.</p><p>The post holder must adhere to all policies in respect of the sensitive/confidential nature of the information handled whilst working in this position.</p><p><strong>Responsibilities, Activities &amp; Duties </strong></p><p>Probation Officers may be required to undertake any combination, or all, of the duties and responsibilities set out below.</p><p>• To provide professional advice and assessment, including written reports to courts, the Parole Board, other criminal justice agencies and partner organisations.</p><p>• To undertake the full range of offender management tasks with people on probation assessed at all levels of risk of serious harm including high and very high.</p><p>• To use computer based systems to produce, update and maintain records and other documentation within agreed timescales.</p><p>• To ensure timely and effective referrals to, and relationships between, offender management, court teams, victim contact units, interventions, Approved Premises, prisons and external agencies to enhance positive outcomes, manage risk and reduce reoffending.</p><p>• To attend professional meetings and represent the PS at appropriate partnership forums e.g. MAPPA, MARAC.</p><p>• To work collaboratively with colleagues, maintain effective team relationships and provide professional guidance and support to Probation Services Officers (PSOs) and other staff as appropriate.</p><p>• To provide cover within your team and to other teams as required.</p><p>• To undertake prison, home or other alternate location visits as required.</p><p>• To deliver and co-lead accredited programmes commensurate with grade.</p><p>• To conduct mandatory alcohol and drug tests as required, and to follow prescribed medication procedures.</p><p>• Carry out safeguarding children duties in accordance with the PS statutory responsibilities and agency policies.</p><p>• Demonstrate pro-social modelling skills by consistently reinforcing pro-social behaviour and attitudes and challenging anti-social behaviour and attitudes.</p><p>• To work within the aims and values of PS and HMPPS. </p><p>The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder.</p><p>An ability to fulfil all spoken aspects of the role with confidence through the medium of English or (where specified in Wales) Welsh.</p><h4>Person specification</h4>Please refer to Job Description<h4>Qualifications</h4>You must hold a Probation Officer qualification or be a qualified Probation Officer.<br>PQF Honours Degree/Graduate<br>Diploma and Level 5 Diploma in Probation Practice;<br>Diploma in Probation Studies;<br>Diploma in Social Work (Probation option);<br>CQSW (Probation option)<h4>Behaviours</h4><p>We'll assess you against these behaviours during the selection process:</p><ul><li>Changing and Improving</li><li>Making Effective Decisions</li><li>Communicating and Influencing</li><li>Working Together</li></ul><h4>Technical skills</h4><p>We'll assess you against these technical skills during the selection process:</p><ul><li>Knowledge and understanding of the work of the Criminal Justice System andthe Probation Service</li><li>Knowledge of Evidence Based Practice and risk/needs assessment tools.</li><li>A working knowledge of relevant legislation and National Standards</li></ul><h4>Benefits</h4><ul><li>Access to learning and development</li><li>A working environment that supports a range of flexible working options to enhance your work life balance</li><li>A working culture which encourages inclusion and diversity</li><li>A <a href="https://www.civilservicepensionscheme.org.uk/members/joining-the-civil-service-pension-scheme/" target="_blank">Civil Service pension</a> with an employer contribution of 28.97%</li><li>Annual Leave</li><li>Public Holidays</li><li>Season Ticket Advance</li></ul><p><br><br>For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page. <br><br>Link: <a href="https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ" target="_blank">https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ</a></p><h4>Things you need to know</h4><h4>Selection process details</h4>This vacancy is using <a href="https://www.gov.uk/government/publications/success-profiles" target="_blank">Success Profiles (opens in a new window)</a>, and will assess your Behaviours, Strengths, Experience and Technical skills.<a href="https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ" target="_blank">https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ</a><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must undergo a criminal record check.People working with government assets must complete <a href="https://www.gov.uk/government/publications/government-baseline-personnel-security-standard" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="https://www.gov.uk/settled-status-eu-citizens-families" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>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)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="https://www.gov.uk/government/publications/nationality-rules" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>The <a href="http://civilservicecommission.independent.gov.uk/code/" target="_blank">Civil Service Code (opens in a new window)</a> sets out the standards of behaviour expected of civil servants.<br><br>We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's <a href="https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/" target="_blank">recruitment principles (opens in a new window)</a>.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.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="https://www.gov.uk/government/publications/civil-service-people-plan-2024-2027/civil-service-people-plan-2024-2027-html" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="https://www.gov.uk/government/publications/civil-service-diversity-and-inclusion-strategy-2022-to-2025" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>This vacancy is part of the <a href="https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans" target="_blank">Great Place to Work for Veterans (opens in a new window)</a> initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : SSCL Recruitment Enquiries Team</li><li>Email : <a href="mailto:moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk" target="_blank">moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk</a></li><li>Telephone : 0345 241 5358</li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk" target="_blank">moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk</a></li></ul><h4>Further information</h4>Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (<a href="mailto:Moj-recruitment-vetting-enquiries@gov.sscl.com" target="_blank">Moj-recruitment-vetting-enquiries@gov.sscl.com</a>) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: <a href="http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints" target="_blank">http://civilservicecommission.independent.gov.uk/civil-service-recruitm…</a><br><br><a href="https://jobs.justice.gov.uk/careers/JobDetail/8736?entityId=8736" target="_blank">https://jobs.justice.gov.uk/careers/JobDetail/8736?entityId=8736</a>

Ministry of Defence

Probation Officer - SNPT (Ref: 8736)

HM Prison & Probation Service

202510:Prison Officer - HMP Swansea

<h4>Job summary</h4><p>We have a great opportunity for a Head of Cyber Security (2nd Line) to join our Data and Register Integrity Group, within Risk, Assurance and Security. The successful candidate will be part of a security team whose role is to protect HM Land Registry people, assets and information, including the Land Registers for England and Wales valued at circa £8trillion.</p><p>The role reports to the Chief Security Advisor. The Chief Security Advisor is responsible for the delivery of second line security assurance. The Head of Cyber Security is responsible for providing proportionate and effective assurance for cyber security across HMLR.</p><p><strong>If you would like to find out more about the role and what it’s like to work at HMLR, there will be a Hiring Manager Q&amp;A session where you can virtually 'meet the team' will be held via Teams on Wednesday 21st January at 12:30. Please register your interest here:</strong></p><p><a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eventbrite.co.uk%2Fe%2Fhiring-manager-qa-head-of-cyber-security-2nd-line-hmlr-tickets-1980072726828%3Faff%3Doddtdtcreator&amp;data=05%7C02%7Cannie.roberts%40landregistry.gov.uk%7C8beed2de3ea44c6b3d9108de4e9bc880%7C236309a8284b4e57a7b3fc767736f69d%7C0%7C0%7C639034628486036013%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=lH%2B9rMHgE02X%2BDiqzGyWH7%2FJr9QGEhpWt1D7S4Cn1Ts%3D&amp;reserved=0" target="_blank">https://www.eventbrite.co.uk/e/hiring-manager-qa-head-of-cyber-security-2nd-line-hmlr-tickets-1980072726828?aff=oddtdtcreator</a></p><h4>Job description</h4><p>In this role you will establish the appropriate Cyber security posture for HMLR, providing senior leaders with assurance on the effectiveness of these controls. Fundamental to this role is the ability to develop and maintain effective working relationships at all grades, including with the senior leadership of the Transformation and Technology Directorate who are a key partner.</p><p>Deliver an effective risk-based approach to manage security of HMLR information, including the Land Register by working across the Protective Security, Information Security Assurance and Cyber Security domains.</p><p>Lead the management of Cyber security risks including a review of cyber controls.</p><h4>Person specification</h4><p>To be successful in this role you will have the technical skills:</p><ul><li>CISSP (or equivalent)</li><li>Level 3 Security Management Qualification (or equivalent)</li><li>A working knowledge of information security principles, standards or frameworks (for example, ISO 27001).</li><li>Familiarity with practical risk assessment approaches and how to apply them to different scenarios.</li><li>An understanding of how to assess whether security measures are proportionate and effective.</li></ul><p>You will have experience of:</p><ul><li>Managing complex cyber security assurance programmes at a strategic level. </li><li> Problem solving in a complex environment, across multiple stakeholders demonstrating significant judgement and the highest briefing standards, both written and face to face.</li><li>Undertaking audit and assurance activity, for example GovAssure.</li><li> Engaging, advising and influencing at all levels of an organisation, including senior managers and proven leadership skills in challenging and complex environments. </li><li>Working with community, considering the impact of your decisions in the broadest of settings. </li><li>Forming excellent relationships at all grades within your department and with the wider security community and the UK Intelligence Community. </li><li>Managing a complex and diverse workload, drawing on multiple teams to complete tasks. </li><li>Contributing to policy development through research and analysing issues, identifying potential issues and determining processes and procedures for policy implementation. </li><li>Delivering effectively to deadlines, maintaining focus in challenging situations and adapting to find solutions that meet the needs of stakeholders.</li><li> Strong leadership and people management, including the ability to get the best outcomes with people you work with.</li></ul><p>(Note: These skills reflect the competencies for the Head of Cyber Security role, as defined within <a href="https://www.gov.uk/government/publications/the-government-security-profession-career-framework" target="_blank">The Government Security Profession career framework.</a> in order to qualify under the Government, Digital and Data Framework. </p><p>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 during the application or interview process.</p><p>The role will require travel to other HM Land Registry offices, including over-night stays and to London once a quarter. </p><p>For more information about the role and the full Person Specification, please see the attached Candidate Pack.</p><h4>Behaviours</h4><p>We'll assess you against these behaviours during the selection process:</p><ul><li>Leadership</li><li>Seeing the Big Picture</li><li>Communicating and Influencing</li><li>Working Together</li></ul><h4>Benefits</h4>Alongside your salary of £66,200, HM Land Registry contributes £19,178 towards you being a member of the Civil Service Defined Benefit Pension scheme. <a href="https://www.civilservicepensionscheme.org.uk/memberhub/joining-the-pension-scheme/benefits-of-the-pension-scheme/" target="_blank"> Find out what benefits a Civil Service Pension provides.</a><p><a href="https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you" target="_blank">https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you</a></p><p></p><p>#WeAreHMLR</p><p>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.</p><p>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.</p><ul><li><strong> We have integrity</strong> – we value honesty, trust and doing the right thing in the right way.</li><li><strong> We drive innovation</strong> – we are forward-thinking, embrace change and are continually improving our processes.</li><li><strong> We are professional</strong> – we value and grow our knowledge and professional expertise.</li><li><strong> We give assurance</strong> – we guarantee our services and provide confidence to the property market.</li></ul><p>You can find <a href="https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you" target="_blank"> more information on our rewards package on our website.</a></p><p></p><p><a href="https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you" target="_blank">https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you</a></p><h4>Things you need to know</h4><h4>Artificial intelligence</h4>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 <a href="https://www.civil-service-careers.gov.uk/artificial-intelligence-and-recruitment/" target="_blank">candidate guidance (opens in a new window)</a> for more information on appropriate and inappropriate use.<h4>Selection process details</h4>This vacancy is using <a href="https://www.gov.uk/government/publications/success-profiles" target="_blank">Success Profiles (opens in a new window)</a>, and will assess your Behaviours and Experience.<p><strong>How to Apply</strong></p><p>We are working with our recruitment partner (Inspire People) for this campaign. </p><p>Please submit your CV​ through the Inspire People’s website link:</p><p><a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fhmlr.inspirepeople.net%2Fjobs%2Fhead-of-cyber-security%2F&amp;data=05%7C02%7Cannie.roberts%40landregistry.gov.uk%7C8beed2de3ea44c6b3d9108de4e9bc880%7C236309a8284b4e57a7b3fc767736f69d%7C0%7C0%7C639034628486021386%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=VbL5xpS1bpuS8zkvdnCGh56VZoLfRU4p2%2FXyEskTcVo%3D&amp;reserved=0" target="_blank">https://hmlr.inspirepeople.net/jobs/head-of-cyber-security/</a></p><p>Your CV will need to outline how you meet all the <strong>Technical Skills and Essential Experience</strong></p><p>Inspire People will assess your CV and compile a longlist of applications for HM Land Registry to sift.</p><p>If you progress through this stage, you will be asked to complete a short, pre-recorded video with Inspire People on the essential experience, details will be provided on invitation. HM Land Registry will then sift these applications.</p><p>If successful at shortlisting stage, you will be invited to attend a virtual, blended interview and deliver a pre-prepared presentation. Details will be provided on invitation to interview. The blended interview will test the Experience, Behaviours and Technical skills listed in the Candidate Pack</p><p>Candidates can refer to notes within their video interview but they should be used as a prompt only.</p><p>HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people. </p><p>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.</p><p>Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application</p><p><strong>Security</strong></p><p><strong>The post will require a Developed Vetting (DV) Check and will therefore be subject to further background checks, including meeting the UK minimum residency requirement of 10 years. Further details of the process and checks can be found here: </strong><br><strong><a href="https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#developed-vetting-dv" target="_blank">National security vetting: clearance levels - GOV.UK</a></strong></p><p><strong>Visa Sponsorship</strong></p><p>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 <strong>does not</strong> meet that category, and <strong>we will not sponsor a skilled worker visa</strong>.</p><p>You must ensure you have the appropriate right to work in the UK before applying. </p><p>You can <a href="https://www.gov.uk/government/publications/hm-land-registry-job-applicant-personal-information" target="_blank">find more information on how we use your personal data on our website</a></p><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must undergo a criminal record check.People working with government assets must complete <a href="https://www.gov.uk/government/publications/government-baseline-personnel-security-standard" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="https://www.gov.uk/settled-status-eu-citizens-families" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>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)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="https://www.gov.uk/government/publications/nationality-rules" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>The <a href="http://civilservicecommission.independent.gov.uk/code/" target="_blank">Civil Service Code (opens in a new window)</a> sets out the standards of behaviour expected of civil servants.<br><br>We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's <a href="https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/" target="_blank">recruitment principles (opens in a new window)</a>.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.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="https://www.gov.uk/government/publications/civil-service-people-plan-2024-2027/civil-service-people-plan-2024-2027-html" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="https://www.gov.uk/government/publications/civil-service-diversity-and-inclusion-strategy-2022-to-2025" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>This vacancy is part of the <a href="https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans" target="_blank">Great Place to Work for Veterans (opens in a new window)</a> initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. <a href="https://www.civil-service-careers.gov.uk/prison-leaver-recruitment/" target="_blank">Read more about prison leaver recruitment (opens in new window)</a>.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : Alison Whitehead - Inspire People</li><li>Email : <a href="mailto:alison@inspirepeople.net" target="_blank">alison@inspirepeople.net</a></li><li>Telephone : 020 7871 8555</li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:alison@inspirepeople.net" target="_blank">alison@inspirepeople.net</a></li></ul><h4>Further information</h4>If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email <a href="mailto:hrresourcingteam2@landregistry.gov.uk" target="_blank">hrresourcingteam2@landregistry.gov.uk</a> 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: <a href="http://civilservicecommission.independent.gov.uk/making-complaint/" target="_blank">http://civilservicecommission.independent.gov.uk/making-complaint/</a><br><br><h4>Attachments</h4><a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzcwNzYmdmVyaWZ5PTI5NGYyZjdmM2Y1MjM3MmUwMjJhOWUzNDI2ZGM2ZTY4" target="_blank">Head of Cyber Security (2nd Line) - Candidate Pack Opens in new window</a> (pdf, 2112kB)<h4>Share this page</h4><ul><li><a href="#">Print</a>$(document).ready(function(){$('#print_button').show();});</li><li><a href="mailto:?subject=I%20would%20like%20to%20share%20Head%20of%20Cyber%20Security%20%282nd%20Line%29%20%28reference%20%3A%20443483%29%20with%20you&amp;body=I%20have%20found%20this%20opportunity%20on%20Civil%20Service%20Jobs%20and%20thought%20you%20might%20be%20interested.%0D%0A%0D%0ACheck%20it%20out%20by%20clicking%20https%3A%2F%2Fwww.civilservicejobs.service.gov.uk%2Fcsr%2Fjobs.cgi%3Fjcode%3D1982874.%20%0D%0A%0D%0AIf%20you%20are%20interested%20in%20a%20career%20in%20the%20Civil%20Service%20you%20can%20search%20for%20opportunities%20at%20https%3A%2F%2Fwww.civilservicejobs.service.gov.uk" target="_blank">Email</a></li><li><a href="https://mail.google.com/mail/u/0/?view=cm&amp;source=mailto&amp;body=I%20have%20found%20this%20opportunity%20on%20Civil%20Service%20Jobs%20and%20thought%20you%20might%20be%20interested.%0D%0A%0D%0ACheck%20it%20out%20by%20clicking%20https%3A%2F%2Fwww.civilservicejobs.service.gov.uk%2Fcsr%2Fjobs.cgi%3Fjcode%3D1982874.%20%0D%0A%0D%0AIf%20you%20are%20interested%20in%20a%20career%20in%20the%20Civil%20Service%20you%20can%20search%20for%20opportunities%20at%20https%3A%2F%2Fwww.civilservicejobs.service.gov.uk&amp;su=I%20would%20like%20to%20share%20Head%20of%20Cyber%20Security%20%282nd%20Line%29%20%28reference%20%3A%20443483%29%20with%20you" target="_blank">Gmail</a></li><li><a href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.civilservicejobs.service.gov.uk%2Fcsr%2Fjobs.cgi%3Fjcode%3D1982874" target="_blank">Facebook</a></li><li><a href="https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fwww.civilservicejobs.service.gov.uk%2Fcsr%2Fjobs.cgi%3Fjcode%3D1982874" target="_blank">LinkedIn</a></li></ul><a href="http://civilservicecommission.independent.gov.uk/" target="_blank"></a><a href="https://www.gov.uk/government/collections/disability-confident-campaign" target="_blank"></a><a href="http://civilservicecommission.independent.gov.uk/" target="_blank"></a><a href="https://www.gov.uk/government/collections/disability-confident-campaign" target="_blank"></a>

HM Land Registry

Head of Cyber Security (2nd Line)

<h4>Job summary</h4><p>The Head of Service Delivery, Customer Service, is a senior leadership role, responsible for providing visible and empowering leadership across multi-site service operations. The post holder will work closely with Service Delivery and Customer and Strategy Leadership teams to deliver efficient, high-quality customer focused service ensuring that the organisation meets its service standards and customer satisfaction targets.</p><p>Passionate about people and public service, the individual will be accountable for the delivery of high quality customer service across all contact points, including customer support centres and complaints resolution teams. The successful candidate will champion customer satisfaction, drive continual improvement initiatives, and foster a culture of excellence through effective coaching and leadership. This role directly supports the HMLR 2025 strategy of creating easy services for everyone. The Head of Customer Service will champion initiatives that streamline processes, enhance service efficiency, and ensure that every customer touchpoint reflects a commitment to excellence and inclusivity.<br><br>This is a prime opportunity for an experienced customer service leader to shape customer experience and drive service excellence in a multi-site hybrid environment. The Head of Customer Service plays a vital role in defining the organisation’s reputation by delivering effective, customer-centric solutions.<br><br>Success in this position requires strong stakeholder engagement skills, influence at all organisational levels, and a dedication to high service quality and accessibility.</p><p>Check out the video below to see what it is like working for our Service Delivery directorate.</p><p></p><h4>Job description</h4><p>The successful candidate will embed a culture of empowerment through a coaching approach to leadership, driving high performance, operational excellence, and strong leadership capability across the service. They will deliver improved outcomes for customers by ensuring effective performance across Customer Support Centres, Complaints, and Resolution Teams, promoting customer focus and continuous improvement at every opportunity.</p><p>They will champion innovation and efficiency by evolving the customer support framework, leveraging technology and customer insight, and enabling teams to identify and implement creative solutions to service delivery challenges.</p><p>Working collaboratively with multi-disciplinary teams, they will design and deliver services that meet customer needs, ensuring performance against agreed Key Performance Indicators and Critical Success Factors. They will provide clarity and leadership through organisational change, supporting colleagues through transformation while maintaining service standards and adopting best practice and industry developments.</p><p>The successful candidate will collaborate effectively with senior leaders and stakeholders, using data and business intelligence to drive measurable improvements and influence service design, whilst creating an environment that supports capability development, talent management, and succession planning, fostering high-performing teams across multiple sites.</p><p>They will align strategies and policies with organisational objectives and customer needs, advocate for the customer voice in service improvement initiatives, and ensure robust governance and accountability by setting and monitoring Service Level Agreements and Key Performance Indicators, while managing budgets and resources to deliver value for money.</p><h4>Person specification</h4><ul><li>Proven experience in a large multi-site and channel contact centre management, including complaint teams, demonstrating delivery of improved customer-focused outcomes. </li><li>Delivery of an improved customer experience at an organisational level</li><li>Proficient in analysing the Voice of the Customer; data, identifying trends, and using insights from customer feedback, complaints, and service metrics to drive evidence-based improvements and inform service enhancements</li><li>Ability to lead a high-performing culture and inspire teams to embrace new ways of working and continuous improvements. </li></ul><p>Due to the nature of the role regular travel to other HM Land Registry offices will be required, including some overnight stays. </p><p>Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable.</p><p>For more information about the role and the full Person Specification, please see the attached Job Description.</p><h4>Behaviours</h4><p>We'll assess you against these behaviours during the selection process:</p><ul><li>Managing a Quality Service</li><li>Changing and Improving</li><li>Making Effective Decisions</li><li>Leadership</li><li>Delivering at Pace</li></ul><h4>Benefits</h4>Alongside your salary of £75,731, HM Land Registry contributes £21,939 towards you being a member of the Civil Service Defined Benefit Pension scheme. <a href="https://www.civilservicepensionscheme.org.uk/memberhub/joining-the-pension-scheme/benefits-of-the-pension-scheme/" target="_blank"> Find out what benefits a Civil Service Pension provides.</a><p></p><p>#WeAreHMLR</p><p>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.</p><p>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.</p><ul><li><strong>We have integrity </strong>– we value honesty, trust and doing the right thing in the right way.</li><li><strong>We drive innovation </strong>– we are forward-thinking, embrace change and are continually improving our processes.</li><li><strong>We are professional</strong> – we value and grow our knowledge and professional expertise.</li><li><strong>We give assurance</strong> – we guarantee our services and provide confidence to the property market.</li></ul><p></p><h4>Things you need to know</h4><h4>Artificial intelligence</h4>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 <a href="https://www.civil-service-careers.gov.uk/artificial-intelligence-and-recruitment/" target="_blank">candidate guidance (opens in a new window)</a> for more information on appropriate and inappropriate use.<h4>Selection process details</h4>This vacancy is using <a href="https://www.gov.uk/government/publications/success-profiles" target="_blank">Success Profiles (opens in a new window)</a>, and will assess your Behaviours, Strengths and Experience.<p>To apply, you will need to complete the short application form and copy and paste your CV onto the online application form detailing your qualifications and work history.</p><p>Your CV will be assessed against the essential experience criteria detailed in the attached Job Description.</p><p>The Personal Statement section (in no more than 1,000 words) should be used to outline your wider skills and experience for the role and detail how you meet the essential experience criteria listed below:</p><ul><li>Proven experience in a large multi-site and channel contact centre management, including complaint teams, demonstrating delivery of improved customer-focused outcomes. </li><li>Delivery of an improved customer experience at an organisational level</li><li>Proficient in analysing the Voice of the Customer; data, identifying trends, and using insights from customer feedback, complaints, and service metrics to drive evidence-based improvements and inform service enhancements </li><li>Ability to lead a high-performing culture and inspire teams to embrace new ways of working and continuous improvements. </li></ul><p>In the event of a high volume of applications for this vacancy, an initial sift will be conducted on your CV and a full sift only carried out on those applications that pass the initial sift stage.</p><p>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.</p><p>The sift will take place shortly after the closing date. If successful at shortlisting stage, you will be invited to attend a face to face interview at one of our HMLR offices and deliver a pre-prepared presentation, from week commencing 26th January 2026. Further details will be provided on invitation to interview.</p><p>The blended interview will assess the essential experience and behaviours listed in the Job Description, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for <a href="https://www.gov.uk/government/publications/success-profiles" target="_blank">strengths questions</a> is to reflect on what you identify as your own personal strengths, and your preferred ways of working.</p><p>Please note that we will not be testing any of the desirable criteria throughout this process.</p><p>Candidates may refer to notes within their interview, but they should be used as a prompt only.</p><p>HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage may be invited to attend an interview. 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.</p><p><strong>Visa Sponsorship</strong></p><p>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 <strong>does not </strong>meet that category, and <strong>we will not sponsor a skilled worker visa.</strong></p><p>You must ensure you have the appropriate right to work in the UK before applying. </p><p>You can <a href="https://www.gov.uk/government/publications/hm-land-registry-job-applicant-personal-information" target="_blank">find more information on how we use your personal data on our website.</a></p><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must undergo a criminal record check.People working with government assets must complete <a href="https://www.gov.uk/government/publications/government-baseline-personnel-security-standard" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="https://www.gov.uk/settled-status-eu-citizens-families" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>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)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="https://www.gov.uk/government/publications/nationality-rules" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>The <a href="http://civilservicecommission.independent.gov.uk/code/" target="_blank">Civil Service Code (opens in a new window)</a> sets out the standards of behaviour expected of civil servants.<br><br>We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's <a href="https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/" target="_blank">recruitment principles (opens in a new window)</a>.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.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="https://www.gov.uk/government/publications/civil-service-people-plan-2024-2027/civil-service-people-plan-2024-2027-html" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="https://www.gov.uk/government/publications/civil-service-diversity-and-inclusion-strategy-2022-to-2025" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>This vacancy is part of the <a href="https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans" target="_blank">Great Place to Work for Veterans (opens in a new window)</a> initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. <a href="https://www.civil-service-careers.gov.uk/prison-leaver-recruitment/" target="_blank">Read more about prison leaver recruitment (opens in new window)</a>.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : Emma Ellis</li><li>Email : <a href="mailto:Emma.Ellis@landregistry.gov.uk" target="_blank">Emma.Ellis@landregistry.gov.uk</a></li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:hrresourcingteam2@landregistry.gov.uk" target="_blank">hrresourcingteam2@landregistry.gov.uk</a></li></ul><h4>Further information</h4>If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email <a href="mailto:hrresourcingteam2@landregistry.gov.uk" target="_blank">hrresourcingteam2@landregistry.gov.uk</a> 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: <a href="http://civilservicecommission.independent.gov.uk/making-complaint/" target="_blank">http://civilservicecommission.independent.gov.uk/making-complaint/</a><br><br><h4>Attachments</h4><a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY0OTQmdmVyaWZ5PTU3NjhlZjk0MGRkMWNlYjk1ZDhmMjkxZWJhMjAxNzNi" target="_blank">Head of Service Delivery - Customer Service Opens in new window</a> (pdf, 154kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY0OTUmdmVyaWZ5PWYyZjQ1YWVjNTFlM2NkNmEyZDM1MzY4YzFiNWY4ZGVj" target="_blank">Service Delivery Candidate Pack 2026 Opens in new window</a> (pdf, 1677kB)

Head of Service Delivery - Customer Service

46 Jobs in Bon-y-maen, Swansea, UK