Customer Support Officers - Swansea Swansea, Wales
Job description
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Contact Centre
Operational Delivery
Working pattern
Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
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.
Job description
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.
Person specification
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.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Working Together
- Making Effective Decisions
Benefits
#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.
Things you need to know
Selection process details
To apply you will be asked to complete a short application form in the first instance and sit the Civil Service Verbal Test (CSVT). If you successfully pass the test, you will be invited to complete the full application form.
Please complete the online test as soon as possible (within 24-48 hours is recommended), the closing date for the test and full application form is 11:55pm on 7 June 2023. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The test is administered online and accessed via the CS Jobs website.
Due to the anticipated high volume of applications it is possible that you may pass the test minimum score but we might have to raise the pass mark and as a result, you may not progress to the next stage.
Please copy and paste your CV including your work history and qualifications into the online application form when prompted.
Please complete your Personal Statement, in no more than 1000 words and in the order listed below, provide details of how you meet the following Essential 'Experience' criteria:
1. Customer focussed and able to evidence effective customer service skills within a customer service environment.
2. Experience of working as a team member to deliver common goals
In the case of large application numbers, an initial sift may be conducted using the lead experience question, as below;
1. Customer focussed and able to evidence effective customer service skills within a customer service 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 11:55pm Wednesday 7 June 2023.
Please note the sift will take place shortly after the closing date. If successful at sift, you will be invited to attend a face-to-face interview, starting week commencing Monday 26 June 2023 over a 3-week period. This may include an additional written test. (Candidates may refer to notes within their interview but they should be used as a prompt only).
The final stage will consist of a blended interview. The blended interview will test the remaining Essential Experience criteria and Behaviours listed in the Job Description, as well as the strengths associated with the role. 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.
HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview. If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.
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.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
