Registrar - Req24566

Job title: Registrar

Salary: £26,421 - £28,770

Hours: Full time (37 hours)

Contract: Permanent

Location: Based in Merrion House, central Leeds

As a Registrar you will enjoy playing a key role in delivering a variety of essential front-line services to customers at key stages of their lives. Whether undertaking birth, death or still birth registrations, or registering marriage and civil partnership ceremonies, this is a perfect opportunity to meet and work with customers from all sectors of the community.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

We are seeking candidates who have experience of working within the registration service and can interpret and explain legislation, policies and procedures to customers.

As a Registrar:

• You will be creating permanent historic records so the ability to enter manual and electronic information with high levels of accuracy is essential.
• You must have excellent customer care skills with experience of working in a busy customer-facing environment and of dealing sensitively, efficiently and professionally with customer enquiries.
• You should be flexible and be able to adapt to regularly changing demands and priorities.
• You will also be a good team player but able to work independently with minimum supervision to make decisions and meet deadlines.
• Although your main base will be in Merrion House, you will also work occasionally at other Community hubs across the city. You will also be required to attend at marriage and civil partnership ceremonies at various locations in Leeds.

Working hours are 8.30 a.m. – 5.00 p.m. Monday to Friday although the services does operate a limited flexi-time scheme. The role also involves working on one in four Saturdays and occasional out of hours (including Sunday) working for which additional out of hours payments are made.

About the role

The duties of a registrar date back to 1837 although have evolved a little since then. Recruitment opportunities occur infrequently, reflecting the dedication of those delivering the service.

As a registrar you will be dealing with customers at key stages of their lives; helping them to deal with bereavement, sharing in the joy of new births and taking part in marriage or civil partnership celebrations. If you enjoy working closely with members of the public there can be few more satisfying roles.

In delivering our services you will also be representing Leeds City Council so have the opportunity of demonstrating what a great service the council can provide to members of the local community.

And in making a permanent record of these events, you as the registrar, will be forming part of the history of Leeds.

What we offer you

We take pride in offering the best employee experience, with benefits including:

• a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form only.

Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

If you have any queries or would like an informal chat about the role please contact Steve Coupe, Superintendent Registrar. Call 0113 3789595 or email Stephen.coupe@leeds.gov.uk.

Successful applicants will need to complete a BPSS check (Baseline Personnel Security Standard).

We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is ranked 70 on the Stonewall Equality Index 2023. We are also an age-friendly employer, a Mindful Employer and a Disability Confident Leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.
This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Job Description

Job purpose

To register births, deaths, still-births, marriages and civil partnerships

Responsibilities

• To register births, deaths and still-births and to be personally responsible for all associated statutory and administrative functions.
• To capture customer information for the Tell Us Once service
• To ensure the security of registers, register pages, certificates, schedules, related documents and fees collected
• To ensure the highest levels of accuracy in manual records and electronic registrations
• To register marriages
• To identify and take appropriate action to deal with forced and sham marriages/civil partnerships
• To attend and support the Senior registrar at Civil Partnership and Citizenship ceremonies
• To provide a sensitive, polite and professional service to customers and to consistently achieve high levels of customer satisfaction
• To take customer payments, reconcile and bank income in accordance with Financial Regulations and to provide accurate and timely financial information to management
• To use own initiative and judgement to take ownership of and resolve most customer enquiries
• To support service delivery by managing own workload and prioritising effectively
• To make timely returns of all events to appropriate organisations within and outside the council.
• To make registration appointments and maintain the status of bookings on the electronic diary.
• To assist in staff training, coaching and mentoring, where required
• To handle telephone, email and work queue enquiries
• To liaise with partners and stakeholders at a local and national level to provide a comprehensive service for customers
• To have an awareness of other council services and to advise or direct customer enquiries appropriately
• To maintain an up to date knowledge of relevant legislation, regulations and service developments
• To handle personal information sensitively and confidentially with due regard to GDPR, the Data Protection Act and relevant Registration legislation.
• To support the implementation of new legislation and process change to ensure that the service is delivered efficiently and effectively
• To work flexibly to meet the needs of the service, colleagues and customers
• To provide a Sunday service (9.00-10.00 a.m) for emergency death registrations
• Flexible and adaptable to change and to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills.
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.
• Work collaboratively with colleagues to achieve service targets, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
• The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

Qualifications

Four GSCEs (Grade A-C) or equivalent including Maths and English or other appropriate qualifications.

Customer Services NVQ Level 2desirable.

Location and working hours

Location - The registrars service is based at Merrion House, Merrion Way, LS2 8BB. The postholder will also be required to work from a variety of other locations including Leeds City Council Hubs and any building registered for marriages /civil partnerships as well as any other place where a ceremony has been arranged eg hospitals, hospices, prisons and private addresses.

Hours – 37 hours per week (Monday to Friday) plus one Saturday in four on a rota basis for which a Saturday enhancement is paid and a day taken in lieu. Overtime is paid for working any other Saturdays. There may also be a requirement to attend ceremonies on Sundays and Bank Holidays for which enhancements will also be paid. Must be available to share a Sunday rota (9.00 – 10.00 am) for emergency death registrations.

Personal Specification

Method of assessment will be through one or more of the following application form, test, interview, and certificate.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

Skills required

• Able to take ownership of and deal effectively with customer enquiries and problems
• Able to analyse and interpret complex registration legislation and information on behalf of customers.
• Commitment to delivering high quality customer care and meeting the needs of customers
• Able to communicate confidently, effectively and sensitively with a wide variety of customers
• Able to demonstrate patience, tact and understanding and to deal with difficult situations in a calm, confident and effective manner
• Good command of written English with the ability to prepare written documents in a clear and legible manner
• Inputting electronic information with the highest levels of accuracy and attention to detail
• Ability to maintain confidentiality and comply with Data Protection, GDPR and other relevant legislation
• Able to work independently and to manage own workload within time constraints
• Adaptable and flexible and able to cover other duties at short notice
• Able to work flexibly across different work locations and areas as appropriate.

Knowledge required

• Knowledge of relevant Registration Service legislation, policies and procedures
• 4 GCSEs (grade A-C) or equivalent including Maths and English Language or other equivalent qualification

Experience required

• Experience of registering births, deaths and marriages
• Providing a face to face public service working to customer care standards and performance targets
• One to one interviewing in situations requiring sensitivity
• Working as part of a team, supporting colleagues to meet targets and deliver a responsive service
• Accurately creating and updating manual and electronic forms
• Working flexibly, adapting to and dealing with conflicting demands
• Handling cash on a regular basis, reconciling and recording fees received

Behavioural and other Characteristics required

• Able to travel to various work locations across Leeds
• Mature judgment, articulate and confident disposition
• Effective and active listening skills using diplomacy and tact
• A professional approach and presentation
• Committed to continuous improvement.
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities to ensure up to date knowledge, skills, and continuous professional development
• Understand and embrace our values, behaviours and codes of conduct.

Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the desirable requirements however these may be used to distinguish between acceptable candidates.

Knowledge required

• Customer services NVQ Level 2

Experience required

• Working with sensitive or confidential information