At a Glance
- Tasks: Lead a high-performing complaints operation to enhance customer outcomes and service quality.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Opportunity for continuous improvement and collaboration across teams.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: Proven leadership experience in customer service and strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
We have a great opportunity for a Complaints Local Delivery Lead to join our Customer Complaints Team. In this role you will be responsible for leading a high‑performing complaints operation that delivers strong customer outcomes, consistent service standards and measurable business performance.
You will set clear expectations, build leadership capability and drive accountability across teams, using coaching and performance insight to reduce variation, improve productivity and strengthen service quality. This role requires visible and credible leadership, with the ability to create a compelling direction for the service and translate strategic priorities into practical delivery.
Within this role, you will lead continuous improvement, identify opportunities to simplify processes, remove inefficiencies and embed ways of working that improve customer experience, operational resilience and overall service performance. You will lead the development of insight‑led performance management, ensuring high‑quality data is translated into clear, board‑ready outputs that shape strategic and operational decision making across Service Delivery.
You are a confident self‑starter who takes ownership of performance, risk and delivery, and who can work collaboratively across Service Delivery to achieve wider organisational aims. Using data, trend analysis and operational insight to define what good looks like, you will support evidence‑based decisions and lead improvement activity that delivers greater consistency, efficiency and value across the service.
You will provide visible, inclusive and credible leadership that supports delivery of change, strengthens capability and builds a high‑performing culture, creating an environment where people are clear on expectations, supported to grow and equipped to deliver strong customer and business outcomes.
Working closely with Service Delivery Leads, you will set work priorities, deploy resources effectively and maximise operational performance, productivity and service resilience. You will also lead, coach and support the Complaint Team Leaders to identify, prioritise and deliver improvement activity, using evidence, insight and feedback to target the changes that will have the greatest impact.
This role also carries broader leadership responsibilities across the location, requiring strong cross‑service collaboration, sound judgement and the ability to influence delivery, culture and performance beyond the immediate function.
To be successful in this role, you will need to demonstrate the following:
- Significant leadership experience in a corporate customer service, complaints, customer relations or other service delivery environment, with a strong understanding of commercial drivers, customer outcomes and organisational reputation.
- Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality and efficiency.
- Ability to apply commercial thinking to test, challenge and improve existing processes, procedures and ways of working, ensuring resources are used effectively and improvements deliver measurable benefit.
- Strong analytical capability, with experience of gathering and interpreting data, identifying trends, defining what good looks like and leading improvement activity based on evidence, insight and performance risk.
- Proven ability to create a culture of continuous improvement, ownership and performance excellence, ensuring individuals and teams are equipped to meet changing business and customer needs.
- Proven ability to translate data into actionable insights that influence business decisions and strategy.
- Experience of developing and presenting insight and performance analysis in a clear, concise, senior or board‑level format.
- Strong experience of leading continuous improvement and productivity initiatives, using workflow insight, service measures and performance data to improve efficiency, consistency and customer experience.
- Experience of using performance, quality and customer outcome measures to identify improvement opportunities, embed best practice and deliver sustained operational excellence.
- Experience of coaching, developing and empowering leaders and teams to deliver sustained high performance, accountability and consistently positive customer outcomes.
Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa. You must ensure you have the appropriate right to work in the UK before applying.
Behaviours:
- Seeing the Big Picture
- Changing and Improving
- Leadership
- Developing Self and Others
- Delivering at Pace
Contact point for applicants:
Job contact: HR Resourcing Team
HMLR is accredited to the Disability Confident Scheme (DCS), which denotes organisations which have a positive attitude towards disabled people.
Complaints Local Delivery Lead in North East 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 Complaints Local Delivery Lead in North East
✨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 Complaints Local Delivery Lead in North East
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.
