Customer Services Delivery and Performance Lead

Job summary

We have a great opportunity for 2 Customer Services Delivery & Performance Leads to join our team. This is a vital role in providing visible strategic and operational leadership across a multi-channel customer service operation, delivering excellent customer outcomes, consistent service standards and strong business performance in line with HM Land Registry’s Strategy.

Job description

In this role you will lead high-performing, customer focused teams across multiple sites and channels. You will create a culture of accountability, engagement, continuous improvement and evidence-led decision making, where leaders use live operational data, customer insight and colleague feedback to improve productivity, quality, accessibility and customer experience.

A key part of the role will be helping teams strengthen operational focus and consistency. You will use performance reporting, workforce planning, forecasting and customer insight to identify risks, respond to changing demand and ensure resources are deployed effectively. You will work with other leaders to reduce unnecessary variation, share best practice and make sure service improvements are embedded into day-to-day operations.

You will also support the successful delivery of change by ensuring project outcomes, expected benefits and new ways of working are understood, adopted and sustained. Through inclusive leadership, coaching and constructive challenge, you will build leadership capability and create the conditions for people and teams to perform well in a changing environment.

Person specification

To be successful in this role, you will need to demonstrate the following throughout the recruitment process.

Essential Technical:

• Experience of using digital and contact centre technology, workforce management tools, automation and data to drive measurable improvements in customer service, efficiency, accessibility and value for money

Essential Experience:

• Experience of leading high-performing customer service operations, using customer insight, complaints, quality assurance and feedback to improve customer and business outcomes.
• Experience of using operational performance data, customer insight and workforce planning to identify risks, set priorities, inform decision-making and drive service and performance improvements, supporting others to take ownership of outcomes
• Evidence of leading continuous improvement activity that delivered measurable operational, service, or productivity improvements.
• Experience of leading and embedding change across teams, balancing people, customer, and business impacts, within a complex operational environment.
• Experience of leading and developing people, including coaching, challenging and empowering leaders to improve capability, engagement and performance.
• Ability to translate strategic priorities into practical operational plans, ensuring teams understand expectations and deliver against them.
• Experience of working collaboratively across organisational boundaries, influencing stakeholders and translating insight into practical service improvements that deliver measurable benefits.

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

Please see the attached job description and candidate pack.

Technical skills

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

• Give an example of how you used technology, automation or data within a customer service environment to improve service delivery. What personal contribution, decisions, actions you took, and the measurable impact on customer and/or business outcomes.

Benefits

Alongside your salary of £56,587, HM Land Registry contributes £16,393 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity – we value honesty, trust and doing the right thing in the right way.
• We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
• We are professional – we value and grow our knowledge and professional expertise.
• We give assurance – we guarantee our services and provide confidence to the property market.

You can find more information on our rewards package on our website.

https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths, Experience and Technical skills.

How to apply:

Please complete your CV to include your work history. We will be scoring your CV against the following essential technical and experience criteria:

• Experience of using digital and contact centre technology, workforce management tools, automation and data to drive measurable improvements in customer service, efficiency, accessibility and value for money
• Leading customer service operations:
  Experience of leading high-performing customer service operations, using customer insight, complaints, quality assurance and feedback to improve customer experience and business outcomes.
• Using data and insight to drive operational performance:
  Experience of using operati