CSC Resource Planning- Real Time Analyst

HM Land Registry

Apply before 11:55 pm on Sunday 20th June 2021


Reference number





Executive Officer

Contract type


Business area

HMLR - Operations

Type of role

Business Management and Improvement
Contact Centre
Operational Delivery
Project Delivery

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of posts



Durham, North East, DH1 5TR : Swansea, Wales, SA7 9FQ

About the job


We have an exciting opportunity to join an integral part of the Resource Planning Team within our Customer Support Centre. The successful candidate will have responsibility for real-time management of the CSC. There will be a specific focus on driving on-the-day performance across all CSC services ensuring optimum performance in relation to agreed KPIs across multi channels and the multi-site operations. There will be liaison/discussion/negotiation with the CSC senior management team as well as the wider operations Group to ensure maximum performance outcomes.

Job description

To be successful in this role you will need to effectively plan activities to ensure that resource utilisation is fully maximised and to ensure that the achievement of target service levels is not compromised; the activities to include communication, training, team meetings and other off-the-phone activities.

For more information see the attached Job Description.

Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable.


The successful applicant will have experience of using a workforce Management System, be accountable for analysing real time service level impacts and take appropriate action to ensure service level targets are met and analysis of daily/weekly/monthly CSC resource plans through skill-set analysis and call profiling ensuring that resource is best deployed to achieve service level targets in all areas. You will have effective presentation, communication and negotiation skills, with the ability to constructively challenge evidence when appropriate.

The CSC opening hours are 08:00 to 17:00. There will be no requirement for you to change your working pattern, but you will be expected to work with the other CSC Resource Planning Team members to ensure that there is appropriate cover across the opening hours. You may also be required to travel occasionally to attend cross-site CSC management/Resource Planning team meetings.


We'll assess you against these behaviours during the selection process:

  • Making Effective Decisions
  • Communicating and Influencing
  • Managing a Quality Service
  • Delivering at Pace


HM Land Registry 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. We are a government department created in 1862 to register land and property ownership in England and Wales. The Land Register contains more than 25 million titles showing evidence of ownership for more than 86% of the land mass of England and Wales and safeguards land and property ownership valued at £7 trillion, enabling over £1 trillion worth of personal and commercial lending to be secured against property across England and Wales.

A great place to work
HM Land Registry is a vibrant place to work with sport and social events and a variety of clubs. We offer flexible working to help you achieve a work-life balance that works for you and us.
You could be protecting property ownership by making updates to the Land Register, or working in our digital, data and technology teams, designing the property market of the future.

Where difference is celebrated
We’re committed to fairness and equality for all, so you feel valued for who you are and what you do. Diversity fuels our innovation. Our shared values help us work together, to benefit the communities we serve.

Our employee diversity networks support our culture of inclusion and contribute to our diversity action plan. Our current focus is to encourage people from under-represented groups into management and leadership roles, especially people with disabilities, women and ethnic minority colleagues.

Please click here for further information on our rewards package:
Working for HM Land Registry

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths, Ability and Experience.
To apply you will need to complete the short application form, and you will then be invited to complete the online Numerical Test. If you progress to the next stage, please cut and paste your career history into the CV section and then the fill out the statement of suitability section (in no more than 750 words) demonstrating how you meet the following essential experience criteria:

• Experience of using a workforce management system
• Experience of negotiating with Line Managers and Call Agents to ensure on the day activities can be planned at optimum times with sufficient notice so as not to impact on service
• The ability to remain focused to assimilate and analyse data and provide meaningful data information quickly, understanding the wider implications, consequences and ramifications.

The final selection stage will consist of a blended interview. Feedback will only be provided if you attend an interview or assessment.

The sift will take place after the closing date, with remote video interviews taking place w/c 5 July.

The blended interview will test the experience and behaviours listed in the job description, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to strength questions, and so we don’t advertise which strengths are being tested.

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 11:55pm on the advertised date.

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.
If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to 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.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :
Name :  Steven James
Email :
Recruitment team :
Email :

Online test instructions

Please ensure you have completed the online tests as soon as you have applied, because if you pass you will be required to complete a CV and statement of suitability to outline your skills and experience for the role before 11:55pm on Sunday 20 June 2021.

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission:

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