JOB SUMMARY

It’s an exciting time to join us, as HM Land Registry (HMLR) is committed to becoming the world’s leading land registry for speed, simplicity, and an open approach to data, and aiming to achieve comprehensive registration by 2030.
HM Land Registry (HMLR) are looking for great candidates to join them as Customer Support Officers in teams in Swansea. This is a key customer facing role, supporting a wide range of customers including property professionals and citizens. You will have strong customer service skills, be resilient and confident when dealing with a variety of customer situations.
If you’re looking for a challenging role you can really make your own and want to join HMLR on their exciting journey, start your application today.
The ability to speak Welsh is desirable.
This is a separate recruitment campaign to the Customer Support Officers (Welsh line) - Swansea recruitment campaign that is being run concurrently.

JOB DESCRIPTION

In this vital front-line role, you will work in a fast-paced environment where your primary role will be to manage customer telephone calls efficiently, providing accurate, impartial information in line with the advisory policy. You will deal with a range of land registration enquiries and provide information to customers quickly and clearly, taking calls from all sectors of our community. You will also maximise the number of calls you can respond to, using the most efficient and effective call handling techniques. You will actively encourage customers to self-serve, reduce rework, promote, and drive the use of new products and services and strive to achieve all customer related KPIs and targets.
As this is an entry-level opportunity, you will receive fantastic training to make you an expert in your field. There will be opportunities to undertake various offline tasks as part of the role. If you want to progress, there are plenty of opportunities to take on extra work and responsibility and room to grow and move up through the organisation.
Our Customer Support Centre is open from 8.00am until 17.00pm, Monday to Friday, but sometimes we take calls until 6pm. CSC staff are on flexible working patterns and all team members are expected to play their part in ensuring that there is sufficient cover available to take the forecasted volume of calls throughout the opening hours. CSC staff are required to schedule working hours in advance to ensure sufficient cover is in place.
The role is anticipated to start in September 2025. If you are successful in securing a position, there will be a significant amount of training required (approx 26 weeks) and we would require you to be in full attendance in the office during this time. Due to the extensive training programme for this role, you will be required to work full time during the initial training period for 14 weeks.
If successful in securing a position, we can discuss any pre-booked holiday.
Following training you will be able to undertake hybrid working. HMLR believe that a blended approach to where you work may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Administration / Corporate Support
Contact Centre
Operational Delivery