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It's an exciting time to join us, as HM Land Registry (HMLR) is committed to becoming the world’s leading land registry for speed, simplicity, and an open approach to data, and aiming to achieve comprehensive registration by 2030.

HM Land Registry (HMLR) are looking for a minimum of 10 great candidates to join them as Customer Support Officers in our Swansea office.

Our Swansea office is set in an attractively landscaped business park close to Swansea City’s Liberty Stadium and a short journey away from the dynamic city centre and the Swansea Bay seafront. Near Swansea are the beaches and shops of the Mumbles and the walking country of the Gower peninsula, the UK’s first Area of Outstanding Natural Beauty.

About the role:

In this vital customer-facing role, you will work in a fast-paced environment where your primary role will be to manage customer telephone calls efficiently, providing accurate, impartial information in line with the advisory policy. You will deal with a range of land registration enquiries and provide information to customers quickly and clearly, taking calls from all sectors of our community. You will also maximise the number of calls you can respond to, using the most efficient and effective call handling techniques. You will actively encourage customers to self-serve, reduce rework, promote, and drive the use of new products and services and strive to achieve all customer related KPIs and targets.

As this is an entry-level opportunity, you will receive fantastic training to make you an expert in your field. There will be opportunities to undertake various offline tasks as part of the role. If you want to progress, there are plenty of opportunities to take on extra work and responsibility and room to grow and move up through the organisation.

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

Our Customer Support Centre is open from 8.00am until 17.00pm, Monday to Friday, however sometimes calls need answering until 18:00pm. Customer Support Centre (CSC) staff are on flexible working patterns and all team members are expected to play their part in ensuring that there is sufficient cover available to take the forecasted volume of calls throughout the opening hours. CSC staff are required to schedule working hours in advance to ensure sufficient cover is in place.

Please note that the working hours are Full time, 37 hours a week or part-time minimum of 30 hours a week over 4 or 5 days. If requesting a 4-day working pattern the available days to request as a non-working day are Tuesday, Wednesday, Thursday or Friday. You will be required to work full time during the initial training period of 14 weeks in the Swansea office.

About you:

You can demonstrate effective verbal and written communication skills, with a reasonable level of fluency in English and always put the customer first. You will also be a strong team player and have an approachable persona. You will be a self-starter with great organisational and time management skills and a working knowledge of Microsoft software. With a great eye for detail, you will be able to spot mistakes where others don’t. You can make sound judgements, providing clear advice in challenging or sensitive situations.

Qualifications and experience are not essential for this role; however, a Customer Service qualification or relevant experience is desirable.

This is a job with responsibility, so you will need to rise to the challenge, taking ownership of the work you do and the results you achieve.

The Customer Support Officer position is classed as a "public-facing" role. In November 2016 the government published a code of practice on the English language requirements for public sector workers https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/573013/english_language_requirement_public_sector_workers_code_of_practice_2016.pdf

If you’re looking for a challenging role you can really make your own and want to join HMLR on their exciting journey, start your application today.

For more information about these exciting opportunities and our fantastic rewards package, please see attached candidate pack.

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

• Communicating and Influencing
• Managing a Quality Service
• Working Together
• Making Effective Decisions

#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.

• About the salary: For existing civil servants where a level transfer occurs existing salary will be honoured. Where this falls below the HM Land Registry minimum the minimum point will be paid. When HM Land Registry maximum is exceeded existing salary will be retained on a mark-time basis. An individual joining HM Land Registry on promotion from another government department / agency will be placed on the minimum of the higher pay range.

Job contact :

Name :
Victoria Golightly
Email :
[email protected]

Recruitment team

Email :
[email protected]