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<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>The Investment and Monitoring team is responsible for investing and monitoring a budget in excess of £972m, allocated for the provision of education at further education colleges, local authority maintained school sixth forms and adult community learning, and apprenticeship providers, as well as funding and monitoring other higher education funding streams for teaching, research and innovation. </p><p>The officer role is critical in ensuring the grants system reflects budget decisions made by Medr’s Board and reconciles with the finance system.</p><h4>Job description</h4><p><strong>What you'll be doing</strong></p><p>You will:</p><ul><li>Providing a high level of support and guidance to Project and Policy Managers across Medr, to promote awareness of the organisation’s grant management processes;</li><li>Support Project and Policy Managers in the production of funding publications and grant award letters, ensuring they are issued to providers in-line with Medr standards;</li><li>Upload all grant awards for all tertiary providers onto the grant system, seek approvals and schedule months payments, ensuring a high level of compliance;</li><li>Maintain a live financial payment profile log for all grants across Medr and engage with Project and Policy Managers and Finance Team colleagues, to ensure all required payments can be made in-line with funding schedules;</li><li>Complete and record the results of a detailed set of tests for both Medr’s grants and finance systems, to ensure the systems operate as required. The role will also ensure that budget and provider contact details on the grant system are updated and accurate;</li><li>Produce finance reports and reconcile actual Medr expenditure against budget, and forecast future costs, to ensure planned delivery remains within agreed budgets. </li></ul><p><strong>Key Challenges</strong></p><ul><li>Developing and maintaining your knowledge across the breadth of the work of the team and the tertiary sector;</li><li>Developing an understanding of the work of the team and the requirements of the Tertiary Education and Research Wales Act 2022;</li><li>Supporting all members of the team, including managing different pieces of work to a variety of deadlines;</li><li>Ensuring accuracy when analysing large complex data sets which contain a high volume of data, which may include conflicting information;</li><li>Securing credibility and trust with a range of internal/external partners.</li></ul><p><strong>About your team</strong></p><p>The Investment and Monitoring team plays a pivotal role in ensuring the compliant and effective use of the budget made available to Medr. The team is responsible for deriving, allocating and monitoring funding across the entire tertiary education sector. They work across Medr with policy, data and analysis, finance and performance teams to ensure our strategic priorities are funded and offer the very best value for money. They have developed credible and strong working relationships with partners and keep abreast of emerging priorities such as net zero and Welsh language provision. The team will work with both internal and external stakeholders using a co-production approach to refine existing funding methodologies and to design and implement new funding approaches to achieve policy priorities.</p><p>The team includes 13 people who are geographically dispersed within the Development, Investment and Performance Directorate. This team is made up of some experienced people and with additional team members to be appointed.</p><p><strong>Your Line Manager</strong></p><p>Laurence is the Investment and Monitoring Manager in the Tertiary Investment and Monitoring team and started his role on the 1st of August 2024.</p><p>Prior to joining Medr, Laurence worked for 25 years in the Welsh Government, in roles including Finance Management in both Further and Higher Education Division's, as well as more central grants management and IT projects roles.</p><p>Laurence received an undergraduate degree in Business Studies from Cardiff Institute in 1999 and has completed a Level 2 AAT accountancy qualification.</p><h4>Person specification</h4><p><strong>What you will bring</strong></p><p><strong>Attributes</strong></p><ul><li><strong>Resilient: </strong>You adapt effectively to change and persevere to achieve goals in demanding situations.</li><li><strong>Giving and receiving constructive feedback: </strong>You approach challenges with a positive and proactive mindset, seeking opportunities for growth.</li><li><strong>Honest</strong>: You are open to challenges and seek collaborative</li><li><strong>Agile </strong>- You are flexible and able to manage different tasks and priorities.</li></ul><p><strong>Experience</strong></p><ol><li>Experience of grant management and systems within the public sector, or ideally within tertiary education.</li><li>Ability to analyse data and/or complex information and communicate it clearly and effectively.</li></ol><p><strong>Welsh Language Requirements</strong></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><h4>Benefits</h4>Alongside your salary of £30,976, Medr contributes £8,973 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><ol><li><strong>Agile </strong>- You are flexible and able to manage different tasks and priorities.</li><li><strong>Giving and receiving constructive feedback: </strong>You approach challenges with a positive and proactive mindset, seeking opportunities for growth.</li></ol><p><strong>Experience</strong></p><ol><li>Experience of grant management and systems in tertiary education.</li><li>Ability to analyse data and/or complex information and communicate it clearly and effectively.</li></ol><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, 1 February.</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 which will be conducted on <strong>Wednesday, 4 March. </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 are open to challenges and seek collaborative</li><li><strong>Resilient: </strong>You adapt effectively to change and persevere to achieve goals in demanding situations.</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>Monday</strong><strong>19 January </strong>at <strong>11:00 </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=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzcxMDMmdmVyaWZ5PTg0MjQ5NTFlMWQxZDliOTQxZmRmY2M1YTNkOTRiOWUxJnJlcXNpZz0xNzY3OTMzNjE3LTc3OGI4NjIwNDhiM2MxMDQzMTk0NDBiZmZkYTg5NzhmMzk4YWFmMWQ=" 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=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzcxMDQmdmVyaWZ5PWEzNzEyZjM2YTRmNjlhZmQxY2ZkYjJmZDVlZjRlNDJlJnJlcXNpZz0xNzY3OTMzNjE3LTc3OGI4NjIwNDhiM2MxMDQzMTk0NDBiZmZkYTg5NzhmMzk4YWFmMWQ=" target="_blank">A Candidate's guide to crafting a personal statement Opens in new window</a> (pdf, 113kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzcxMDUmdmVyaWZ5PWU3ZGM2NmQ5NmEwYTI3MDQyOTE1YmI3NDIzYjAyOTA5JnJlcXNpZz0xNzY3OTMzNjE3LTc3OGI4NjIwNDhiM2MxMDQzMTk0NDBiZmZkYTg5NzhmMzk4YWFmMWQ=" target="_blank">Swydd Ddisgrifiad- Swyddog Buddsoddi a Monitro Opens in new window</a> (pdf, 248kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzcxMDYmdmVyaWZ5PTAyYjNjOTU1MTgxMGMzMGRiN2RlNGVkYzE2OGRiZjM5JnJlcXNpZz0xNzY3OTMzNjE3LTc3OGI4NjIwNDhiM2MxMDQzMTk0NDBiZmZkYTg5NzhmMzk4YWFmMWQ=" target="_blank">Job Description- Investment and Monitoring Officer Opens in new window</a> (pdf, 241kB)

Investment and Monitoring Officer

Capability Management Lead

<h4>Job summary</h4><p>Can you manage sensitive information with discretion and professionalism?</p><p>Do you have strong analytical and decision-making skills?</p><p>Have you got excellent communication and stakeholder management skills?</p><p>If so, we would love to hear from you!</p><p>By joining our team, you will become part of the wider Operational Delivery Profession (ODP). This is the largest and most diverse professional community across the Civil Service as it applies to all public facing roles, or roles that are primarily aligned to supporting the work of those with public facing roles. It’s an exciting and fulfilling profession to work in, critical to the delivery of UK public services.</p><p>Read more in the Benefits section below! </p><p>Find out more about what it's like working at <a href="https://careers.dft.gov.uk/dvla/" target="_blank">Driver and Vehicle Licensing Agency - Department for Transport Careers</a></p><h4>Job description</h4><p>Support the business in achieving its fraud error objective, providing evidence about suspicious or questionable documents using a variety of scientific processes and methods. Gather intelligence on travel and identity document fraud and provide specialist advice and forgery detection training to stakeholders.</p><p>To be successful in this role you will need to;</p><p>1. Analyse documents and prepare intelligence packages in line with legal frameworks.</p><p>2. Build and maintain strong networks to share knowledge and raise awareness of document fraud through collaboration.</p><p>3. Mentor and support colleagues to aid their professional development.</p><p>4. Use technical expertise to assess and verify documents.</p><p>5. Detect and escalate document fraud trends to leadership and operations.</p><p>6. Responding to enquiries from external stakeholders and maintaining Agency records.</p><p>7. Provide expert testimony in legal proceedings.</p><p>For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process. </p><h4>Person specification</h4><p>Required experience: </p><p>To be successful in this role you will need to have: </p><ul><li>Strong analytical and problem-solving skills for examining suspect documents.</li><li>Excellent communication and stakeholder engagement skills.</li><li>Ability to identify and escalate emerging fraud trends.</li><li>High attention to detail and accuracy.</li><li>Sound judgment under pressure.</li></ul><p><strong>Additional information</strong></p><p>National Document Fraud Unit (NDFU) trained or willing to work towards the training (requires 2 years’ experience in document examination to qualify)</p><p><strong>We welcome applications from candidates who can speak Welsh and English</strong>. Welsh language skills would be useful in this role, but it is not an assessment criterion so it won’t put you at any disadvantage during recruitment if you aren’t a Welsh speaker. Please note that the assessment process will be held in English. </p><p><strong>Working hours, office attendance and travel requirements</strong></p><p>Full time roles consist of 37 hours per week. </p><p>Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least <strong>35</strong> hours per week. </p><p>This role is <strong>not suitable for hybrid working</strong> and will require the successful candidate to work solely from their designated workplace (one of the locations cited in the advert) or, when required for business reasons, from other offices/work locations/visiting stakeholders. </p><p>Regular travel will be required, which may involve overnight stays. </p><p>If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details). </p><p><strong><strong>Visa Sponsorship</strong></strong></p><p>Please note that we do not hold a UK Visa &amp; Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application. </p><h4>Behaviours</h4><p>We'll assess you against these behaviours during the selection process:</p><ul><li>Making Effective Decisions</li><li>Communicating and Influencing</li><li>Working Together</li></ul><h4>Benefits</h4>Alongside your salary of £30,485, Driver and Vehicle Licensing Agency contributes £8,831 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>Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits: </p><ul><li>Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions <a href="https://www.civilservicepensionscheme.org.uk/joining-the-pension-scheme/benefits-of-the-pension-scheme/" target="_blank">here</a></li><li>25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave). </li><li>8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday. </li><li>Access to the staff discount portal. </li><li>Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc. </li><li>Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues. </li><li>24-hour Employee Assistance Programme providing free confidential help and advice for staff. </li></ul><p>Find out more about <a href="https://careers.dft.gov.uk/you-at-dft/benefits/" target="_blank">the benefits of working at DfT and its agencies</a> (opens in a new window). </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>Our selection process ensures a comprehensive assessment of each applicant's, skills, and potential fit within our organisation. </p><p>As part of the application process, you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.</p><p>The selection process for this role will be: </p><p>Stage 1: Sift of CV and personal statement </p><p>Stage 2: Interview </p><p>You must be successful at each stage to progress to the next stage. </p><p><strong>Stage 1: Sift</strong></p><p>At sift, you will be assessed against the following Success Profile elements: </p><ul><li>Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (750-word count). Please provide evidence of your Experience of the following: </li></ul><ol><li>Clear and decisive evidence-based decision making with an eye for detail.</li><li>Excellent communication skills in communicating through differing channels to various stakeholders.</li><li>Your ability to organise your time and work to deadlines.</li></ol><p>The sift will take place week commencing 19/01/2026</p><p><strong>Stage 2: Interview</strong></p><p>At interview stage, you will be assessed against the following Success Profile elements: </p><ul><li>Behaviours – Making Effective Decisions, Communicating &amp; Influencing &amp; Working Together</li><li>Strengths </li></ul><p>The interviews will take place week commencing 02/02/2026</p><p>This interview will be conducted in person at our Swansea office. Further details will be provided to you should you be selected for interview.</p><p>You can find out more about <a href="https://careers.dft.gov.uk/how-we-hire/" target="_blank">our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window)</a>. </p><p>Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change. </p><p><strong>Further information on the selection process </strong></p><p>We will also hold a<strong> 12</strong>-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists <a href="https://careers.dft.gov.uk/how-we-hire/recruitment-in-detail/#outcome" target="_blank">here</a>. </p><p><strong>Pre-employment Checking</strong></p><p>Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. <br><br>A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.<br><br>If your application is successful but you have been dismissed from the Civil Service within the last 12 months, your application could be removed at the pre-employment checking stage.</p><p><strong>Reasonable Adjustments</strong></p><p>As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.</p><p>Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.</p><p>If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via <a href="mailto:dftrecruitment.grs@cabinetoffice.gov.uk" target="_blank">dftrecruitment.grs@cabinetoffice.gov.uk</a> as soon as possible before the closing date to discuss your needs.</p><p><strong>Document Accessibility</strong></p><p>If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.</p><p>This job advert contains links to the <a href="https://careers.dft.gov.uk/" target="_blank">DfT Careers website</a>. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email <a href="mailto:DRGComms@dft.gov.uk" target="_blank">DRGComms@dft.gov.uk</a> for assistance.</p><p><strong>Further Information</strong></p><p>For more information about how we hire, and for useful tips on submitting your application for this role, visit the<a href="https://careers.dft.gov.uk/recruitment-journey/application-process/" target="_blank"></a><a href="https://careers.dft.gov.uk/how-we-hire/" target="_blank">How We Hire</a> page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.</p><p>All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:</p><p>Hate speech or discriminatory behaviour</p><p>Threats or acts of violence</p><p>Illegal activity or substance misuse</p><p>Sexually explicit material</p><p>Extremist views or affiliations</p><p>Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public.</p><p>Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle—it’s about checking for potential red flags that might affect the role or company culture.</p><p>If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.</p><p><strong>Feedback</strong></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>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 : Kieran Beaumont</li><li>Email : <a href="mailto:OCSDRecruitment@dvla.gov.uk" target="_blank">OCSDRecruitment@dvla.gov.uk</a></li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:dftrecruitment.grs@cabinetoffice.gov.uk" target="_blank">dftrecruitment.grs@cabinetoffice.gov.uk</a></li></ul><h4>Further information</h4>If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: <a href="mailto:dftrecruitment.grs@cabinetoffice.gov.uk" target="_blank">dftrecruitment.grs@cabinetoffice.gov.uk</a> <br>If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website <a href="https://civilservicecommission.independent.gov.uk" target="_blank">Here</a><br><br><h4>Attachments</h4><a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY1ODQmdmVyaWZ5PTQzNzkzZGE0NDNkZjBjMjk0NWNiZTA1NzE5NTdjYzQwJnJlcXNpZz0xNzY3NjczMTY5LWMxZDczNGRiMTY2ODc2MjEzMWM4ZjljNDIxMGVmMTAyMjQ3OTU2OGM=" target="_blank">Role Profile Opens in new window</a> (pdf, 229kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzY1ODUmdmVyaWZ5PTZhZGIxOWI3ZTAwM2YxOWQ2MzFjNjZkOWI5YjEyYWNiJnJlcXNpZz0xNzY3NjczMTY5LWMxZDczNGRiMTY2ODc2MjEzMWM4ZjljNDIxMGVmMTAyMjQ3OTU2OGM=" target="_blank">2025-10-24 Specialist Document Examiner - OCSD CAEG EO - CY 2 Opens in new window</a> (docx, 141kB)

Document Examiner

Driver and Vehicle Standards Agency

Deputy Head of Customer Contact

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)

Business Improvement Manager

Digital Product Specialist

<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

Senior Delivery Manager

<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)

HM Land Registry

Head of Service Delivery - Customer Service

14 Full time Jobs in Swansea, UK