Customer Support Centre Site Leader

3 weeks ago

Swansea, United Kingdom HM Land Registry Full time

**Details**:
**Reference number**:

- 291918**Salary**:

- £39,516- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- HMLR - Operations**Type of role**:

- Operational Delivery**Working pattern**:

- Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Swansea, Wales, SA7 9FQAbout the job

**Job summary**:
We have a great opportunity for a Customer Support Centre Site Leader to join our Customer Support Centre (CSC), providing direct contact with and support for our customers, who depend on our expertise, knowledge and impartiality.

This is a highly visible and key leadership role, responsible for delivering an excellent multi-channel front-line customer support and interaction service. As a Site Leader in HM Land Registry’s Customer Support Centre, you will be responsible for improving customer outcomes and a developing a culture of first contact resolution. You will have responsibility for driving forward the identification of trends and customer issues so that we can continue to improve our services.

**Job description**:
In this role you will work closely with the CSC Site Lead based at the Durham office to enable us to offer a quality service across the function. As a member of the CSC Senior Management Team, you will also work closely with leads in Training, Resource Planning & MI, Change Management, Continuous Improvement and Customer Resolution, as well as other senior managers and stakeholders across HMLR.

You will lead and develop your team of Team Leaders, embedding the Brilliant Teams Inspiring Leaders programme, using a supportive coaching style, whilst role modelling HM Land Registry’s culture, values and leadership behaviours. This will involve empowering leadership on a range of day-to-day operational matters as well as successfully implementing change and improvement, developing the capability of the CSC teams to deliver customer service excellence.

**Person specification**:

- To be Successful in this role you will have line management and leadership experience in a similar sized customer centric organisation. Significant experience of providing high quality customer support and customer interaction services. Have a developed understanding of customer needs and experience of delivering excellent customer outcomes. You can develop effective relationships with a range of stakeholders to support the delivery of business outcomes. Experience of managing and delivering change and supporting innovation and continuous improvement within a customer environment. Be able to influence at all levels within an organisation. Can work as part of a team, demonstrating flexibility, motivational leadership and the ability to deliver in a pressurised environment. Manage cross functional communications to clarify goals and activities and the links to business strategy and ambitions.**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Changing and Improving
- Making Effective Decisions
- Leadership
- Communicating and Influencing
- Managing a Quality Service

**Benefits**:

- Alongside your salary of £39,516, HM Land Registry contributes £10,669 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.#WeAreHMLR

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

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.
- We have integrity - we value honesty, trust and doing the right thing in the right way.
- We drive innovation - we are forward-thinking, embrace change and are continually improving our processes.
- We are professional - we value and grow our knowledge and professional expertise.
- We give assurance - we guarantee our services and provide confidence to the property market.

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

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.The personal statement section (in no more than 750 words) must be used to provide details of how you meet the

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