At a Glance
- Tasks: Lead and develop customer service performance, using data to improve outcomes and operational efficiency.
- Company: Join a forward-thinking organisation dedicated to public service excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Work in a vibrant environment with a focus on continuous improvement.
- Why this job: Make a real impact on customer experiences while leading a dynamic team.
- Qualifications: Experience in performance management, data analysis, and team leadership required.
The predicted salary is between 61816 - 75552 £ 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.
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. Feedback will only be provided if you attend an interview or assessment.
Contact point for applicants:
Job contact: Name: Gary Elsey Email: Gary.elsey@landregistry.gov.uk
Recruitment team Email: hrresourcingteam2@landregistry.gov.uk
Customer Services Performance Delivery Lead in Swansea 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.
