Service Delivery Lead

3 weeks ago

London, United Kingdom HM Land Registry Full time

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

- 339079**Salary**:

- £56,943- Croydon £61,298- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- HMLR - Operations - Service Delivery - Customer**Type of role**:

- Business Management and Improvement
- Operational Delivery
- Senior leadership
- Other**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Birkenhead, North West England, CH41 6DU : Croydon, London (region), CR0 2AQ : Durham, North East England, DH1 5TR : Warton, North West England, PR4 1TE : Swansea, Wales, SA7 9FQAbout the job

**Job summary**:
We have an excellent opportunity for a Service Delivery Lead (Complaints) to join our Service Delivery Directorate. Through your inspirational leadership and customer expertise, you will lead HM Land Registry to deliver improved customer outcomes.

You will be accountable for the implementation of the new holistic and proactive complaints handling and management system across HM Land Registry, leading through others to reduce levels of dissatisfaction and ensure improved customer experiences. This will include influencing the detail of the new complaints design, structure, and governance model.

You will take ownership of the end-to-end complaint and feedback customer journey, working closely with senior leaders across HM Land Registry, leading and proactively championing improvements across interactions across all supported channels.

**Job description**:
As a visible leader across HM Land Registry, you will be responsible for the delivery of effective complaint resolutions and organisational learnings from complaints and feedback, through development of robust learning loops. With a strong focus on leading through others, you will drive development activities to improve organisational capability and enable early resolution by empowered and well-trained people.

As the Delivery and improvement lead for customer dissatisfaction and feedback across HM Land Registry, you will be accountable for the delivery of an exceptional, high-quality complaints management and resolution system, against the defined service and quality measures. This will include taking a leading role in the implementation of the new system ranging from people (capability, training, support), process/policy through to technical changes to enable an optimum and sustainable delivery model across supported channels.

Within the role, you will optimise operational efficiency and capacity through effective complaint handling processes and continuous improvement through a customer and people centric and strategic mindset.

You will collaborate with our external customers and other government departments, regulatory bodies and with networks in the customer service industry to improve the complaint management practice and position HM Land Registry as an exemplar in complaints resolution and resulting change to continuously enhance the service and support we provide.

**Person specification**:
To be successful in this role, you will have a strong background in customer service leadership including complaint management at an organisational level.

You will have demonstrable experience of implementing customer and people related change, with a strong ability to influence peers and senior leaders in order to deliver improved customer outcomes.

In addition, you will have proven experience of reducing customer dissatisfaction through effective analysis, process improvement and people development.

Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Leadership
- Making Effective Decisions
- Seeing the Big Picture
- Changing and Improving

**Benefits**:

- Alongside your salary of £56,943, HM Land Registry contributes £15,374 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.#WeAreHMLR

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.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will asses

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