Customer Services Delivery

Customer Services Delivery & Performance Lead — HM Land Registry

HM Land Registry is recruiting 2 Customer Services Delivery & Performance Leads to provide strategic and operational leadership across its multi-channel customer service operation.

The role involves leading customer-focused teams, using operational data and customer insight to improve performance, supporting workforce planning, embedding change and developing leadership capability.

Key details

• Salary: £56,587 per year
• Croydon salary: £61,447
• Grade: Senior Executive Officer (SEO+)
• Contract: Permanent
• Jobs available: 2
• Working pattern: Full-time or part-time; flexible working
• Office requirement: At least 60% of working time in the office
• Pension: Civil Service Pension with a 28.97% employer contribution
• Reference: 483781
• Closing date: 11:55 pm, Sunday 18 October 2026

Locations

The vacancies are available in:

• Birkenhead, North West England
• Durham, North East England
• Plymouth, South West England
• Swansea, Wales

What you will do

You will lead high-performing customer service teams across multiple sites and channels, using performance data, workforce planning, customer feedback and insight to improve productivity, quality and customer experience.

The role also involves leading continuous improvement, embedding organisational change, coaching and developing leaders, managing operational risks and working collaboratively with stakeholders across HM Land Registry.

Essential experience

Applicants should demonstrate experience in:

• Leading high-performing customer service operations
• Using customer insight, complaints and quality assurance to improve outcomes
• Using operational performance data and workforce planning to identify risks and set priorities
• Delivering measurable continuous improvement
• Leading and embedding change in complex operational environments
• Coaching, challenging and developing people and leaders
• Translating strategic priorities into practical operational plans
• Working across organisational boundaries to deliver measurable improvements
• Using digital/contact-centre technology, automation and data to improve customer service and efficiency

Application process

Candidates must complete a CV demonstrating the required technical and experience criteria.

You will also need to answer a technical question in no more than 250 words about using technology, automation or data to improve customer service, including your personal contribution and measurable results.

A personal statement of up to 500 words is also required, covering continuous improvement and leading/embedding change.

If shortlisted, candidates will attend a face-to-face blended interview and presentation in Nottingham, expected during the week commencing 9 November 2026.

Visa sponsorship — important

Skilled Worker visa sponsorship is NOT available for this role.

HM Land Registry states that this vacancy does not fall within the business-critical categories for which it will provide Skilled Worker sponsorship. Applicants must already have the appropriate right to work in the UK.

How to apply

Applications must be submitted through the official Civil Service Jobs vacancy before 11:55 pm on 18 October 2026.

Reference: 483781 — Customer Services Delivery & Performance Lead, HM Land Registry.