Customer Services Delivery and Performance Lead

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.

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.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• 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)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

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 operational performance data and workforce insight to identify risks, set priorities and make informed decisions that improve service delivery and operational performance.

Then complete the technical question (in no more than 250 words):

• 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.

Complete the Personal Statement section (in no more than 500 words), please demonstrate:

• 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.

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 23:55 on the advertised date.

Sift

The sift will take place shortly after the closing date.

In case of a high volume of applications, we will complete a pre-sift on your CV. Then we will complete a second pre-sift on the technical question:

• 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.

Interview

If successful at shortlisting stage, you will be invited to attend a face to face, blended interview and deliver a pre-prepared presentation. The interviews will be held in our Nottingham office.

The blended interview will test the essential experience listed in the Job Description, as well as the strengths associated with the role, details will be provided on invitation to interview.

We want to hear your first, unrehearsed, natural response to strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.

We expect interviews to take place during the week commencing 9th November 2026.

Candidates can refer to notes within their interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people.

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.

Visa Sponsorship

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 does not meet that category, and we will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

You can find more information on how we use your personal data on our website

Feedback will only be provided if you attend an interview or assessment.