HM Land Registry
Complaints Local Delivery Lead
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Salary
£54,700
Location
Durham, North East England, DH1 5TR
Swansea, Wales, SA7 9FQ
Job Summary
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.
Job Description
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 organizational 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 the 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 maximize operational performance, productivity, and service resilience. You will also lead, coach, and support the Complaint Team Leaders to identify, prioritize, 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 judgment, and the ability to influence delivery, culture, and performance beyond the immediate function.
For more information about the role and main duties, please see the attached Job Description.
Person Specification
To be successful in this role, you will need to demonstrate the below:
Essential Experience criteria:
- 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 organizational 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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Visa Sponsorship
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
We'll assess you against these behaviours during the selection process:
- Seeing the Big Picture
- Changing and Improving
- Leadership
- Developing Self and Others
- Delivering at Pace
Selection Process Details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, and Experience.
To apply, you will be asked to complete a short application form in the first instance and take the following test:
Civil Service Management Judgement Test. Practice test link here
Civil Service Management Judgement practice test
Should you be successful in the test, you will be asked to complete the full application form. Please complete your CV to include your work history, experience, and qualifications.
We will be scoring your CV against the essential experience criteria:
- 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 organizational reputation.
Please answer the following role-specific questions on the essential experience skill in no more than 250 words:
- Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality, and efficiency.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Finally, you will be asked to complete the Personal Statement section in up to 750 words on how you meet the essential experience criteria listed below in the attached Job Description:
- 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.
If we receive a high number of applications, we reserve the right to complete an initial sift on the lead essential experience criteria, as below:
- Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality, and efficiency.
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 23:55pm on the advertised date.
The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a virtual blended interview which will include a pre-prepared presentation w/c Monday 10 August 2026.
The blended interview will test the experience and behaviours listed in the attached job description, as well as any associated strengths associated with the role.
Candidates may refer to notes within their video interview, but they should be used as a prompt only.
You should ensure you read the attached Job Description fully before submitting an application.
Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable. This will not be tested in the application or interview process.
HMLR is accredited to the Disability Confident Scheme (DCS), which denotes organizations which have a positive attitude towards disabled people.
If you require the panel to consider a reasonable adjustment or there is anything else, they would like the panel to take into consideration please 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.
Contact Point for Applicants
- Job contact:
- Name: HR Resourcing Team
- Email: hrresourcingteam2@landregistry.gov.uk
- Recruitment team
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location