HM Land Registry
Customer Services Performance Delivery Lead
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Salary
£61,923
Location
Swansea, Wales, SA7 9FQ
Job summary
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.
Job description
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.
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Please see attached job description for full information.
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:
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- 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 (opens in a new window), 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.
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
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