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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 great candidates to join them as Customer Support Officers in teams in Durham.
Job description
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.
Our Customer Support Centre is open from 8.00am until 17.00pm, Monday to Friday, but sometimes we take calls until 6pm. 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.
Person specification
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.
Please see the attached candidate pack for further details of the role and responsibilities.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
- Working Together
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.
https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you
Things you need to know
Selection process details
You will be asked to complete a short application form in the first instance and sit two tests:
- Civil Service Verbal Test (CSVT); and
- Civil Service Customer Service Skills Test (CSST)
Should you be successful you will be asked to complete the full application form.
The personal statement should be used to outline your skills and experience for the role. Using no more than 1000 words and in the order listed below, please 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
The sift will take place shortly after the closing date. 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.
We may also complete an initial sift on the lead experience (first) question, as below.
1. Customer focussed and able to evidence effective customer service skills within a customer service environment.
If successful at sift, you will be invited to attend a face-to-face interview w/c Monday 17 June 2024 and over a 2-week period.
The first part of the interview will be a candidate led session. Please come prepared to talk to us about the following four behaviours. In each example, we would like to know what you did, how you did it and the outcome from any actions you undertook. The panel will ask you questions about the examples you have shared with them.
Communicating and Influencing -
How you communicate and influence will be a key factor in this role. We would like to hear about a time you have dealt with a difficult situation and how you communicated to those affected. Your example should include what resources were available to you to communicate your message most effectively.
Managing a Quality Service -
As a Customer Support Officer, we would expect you to deliver excellent customer service. We would like to hear about a time when you have effectively managed a customer’s expectations and delivered great customer service.
Making Effective Decisions -
We are interested in how you approach decision making and would like to hear about a decision you have recently made. Your example should include the actions and any considerations you undertook to reach the decision.
Working Together -
As a Customer Support Officer, we expect you to work effectively as part of the wider Customer Support Group. We want to understand through your example, how you have proactively contributed to working together as part of a team.
The interview will also test 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.
https://www.gov.uk/government/publications/success-profiles
Further details of the interview process will be provided to candidates who are invited to interview.
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 Tuesday 28 May 2024.
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.
If you would like further information about the use of your personal data, please click on the link below:
Job Applicant Personal Information
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 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
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).
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Job contact :
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