At a Glance
- Tasks: Lead and develop customer service performance, translating insights into action for better outcomes.
- Company: Join a forward-thinking organisation dedicated to public service excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Exciting role with potential for career advancement in a supportive environment.
- Why this job: Make a real impact on customer experiences while leading a dynamic national team.
- Qualifications: Experience in performance reporting and strong leadership skills required.
The predicted salary is between 61923 - 61923 £ per year.
The Customer Services Performance Delivery lead is a key senior leadership role within Customer Services Group (CSG), responsible for leading and developing CSG's central performance, insight, services and Project control functions. The postholder will work across the whole of Service Delivery to translate insight into action, improving customer outcomes, operational performance, organisational resilience and delivery of strategic priorities.
Passionate about people and public service excellence, the individual will be accountable for establishing a high-performing operational function that brings together workforce planning and resource modelling, business intelligence and analytics, benchmarking, quality and complaints insight, risk integration and project coordination. This role directly supports the HMLR 2026+ Strategy of improving the experience for our customers through embedding a customer resolution focus and improving the quality of all services we provide.
The post holder will provide visible and inclusive leadership across a national team and through the effective use of data, customer insight and operational intelligence, will help ensure CSG delivers consistent, efficient and customer-focused services that support organisational priorities and service standards.
The successful candidate will champion evidence-based decision making, enabling leaders to manage using live performance data rather than hindsight, removing complexity and maximising the use of technology. They will foster a culture of accountability, continuous improvement and operational excellence, ensuring that customer needs, a dedication to a high service quality, customer accessibility and business outcomes remain at the centre of decision making.
Main duties include:
- Lead and bring together key individuals across Customer Services service line, setting a clear vision, building collective capability and fostering an inclusive, high-performing culture that reflects HMLR's values, leadership expectations and commitment to outstanding customer service.
- Lead workforce planning, resource modelling and forecasting activity across CSG, ensuring leaders have the insight required to make effective decisions on deployment, resilience, skills and future service demand.
- Build and maintain effective partnerships with the Service Delivery Resource & Planning team, working collaboratively to align planned activities with operational priorities and deliver improved service outcomes.
- Lead monitoring and reporting against key performance indicators, critical success factors, business benefits and improvement commitments, ensuring clear ownership, accountability and delivery against agreed outcomes for CSG aligned with Service Delivery Performance Leads reporting requirements.
- Work collaboratively with Heads of Service Delivery, senior leaders and corporate partners to translate organisational objectives into measurable performance outcomes, ensuring decisions are informed by evidence, customer insight and operational intelligence to achieve Service Delivery plan objectives.
- Develop and embed a single source of truth for CSG performance, bringing together operational, customer, quality, complaints, workforce and risk information to support evidence-based decision making and informed leadership action.
Person specification
To be successful in this role you will have:
- The ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders.
- Experience of leading performance reporting, business intelligence, workforce planning, forecasting or operational control functions in a large and complex operational environment, using data and developing dashboards/systems to improve service, customer experience and organisational outcomes.
- Experience of analysing operational, Voice of the Customer insight, quality, complaints and workforce data to identify trends, risks, root causes and opportunities, and using insight to inform practical recommendations and service improvement.
- Knowledge of quality assurance, complaints insight, root cause analysis and operational risk management, and the ability to integrate these into a coherent performance and assurance framework.
- Experience of supporting, influencing and constructively challenging senior leadership teams, building confidence, transparency and accountability in how performance is managed and reported.
- Strong organisational and delivery skills, with the resilience to manage competing priorities, complex operational challenges and improvement activity at pace.
- Demonstrable people leadership skills, including building capability, coaching others, leading change and influencing beyond direct line management to create a high-performing, evidence-led culture.
Technical skills
We'll assess you against these technical skills during the selection process:
- Ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders.
Selection process details
This vacancy is using Success Profiles, and will assess your Experience and Technical skills.
How to apply:
Please complete the short application and upload your CV to clearly demonstrate:
- Leadership of performance, business intelligence, workforce planning, forecasting or operational control functions.
- Experience operating within large, complex operational environments.
- Delivery of service improvement through the use of data, insight and performance reporting.
- Experience supporting and influencing senior leaders.
- People leadership, including leading teams, coaching colleagues and driving change.
- Delivery of operational improvement, transformation or organisational change.
Complete the essential technical question which will test (in no more than 250 words), your ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders.
Complete the Personal Statement section (in no more than 750 words), describing how you have:
- Led performance reporting, business intelligence, workforce planning, forecasting or operational control activity.
- Used operational, customer, quality or workforce insight to identify trends, risks and opportunities.
- Integrated performance, assurance, quality, complaints or risk information to support service improvement and informed decision making.
Please focus on specific examples, your personal contribution and measurable outcomes.
In the event of a high number of applications, we may sift on the CV alone as the lead criteria. The sift will take place shortly after the closing date. Interviews are expected to take place in person in the Swansea Office, w/c 14 September 2026. The interview may include a pre-prepared presentation or task, and questions around the key criteria relating to the role.
Contact point for applicants
Job contact: Name: Gary Elsey Email: Recruitment team Email:
Customer Services Performance Delivery Lead in Gorseinon employer: HM Land Registry
HM Land Registry is an exceptional employer, offering a dynamic work environment that prioritises inclusivity and continuous learning. With flexible hybrid working options across various locations, employees benefit from a generous pension contribution, extensive annual leave, and clear pathways for professional growth, making it an ideal place for those seeking meaningful and rewarding careers in data architecture.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Performance Delivery Lead in Gorseinon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HM Land Registry. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HM Land Registry before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Performance Delivery Lead in Gorseinon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HM Land Registry:Your cover letter is your chance to shine! Tell us why you want to work at HM Land Registry specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HM Land Registry!
How to prepare for a job interview at HM Land Registry
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
