HR Service Centre Manager

HM Land Registry

Apply before 11:55 pm on Sunday 26th September 2021


Reference number





Senior Executive Officer

Contract type


Business area

HMLR - HR and Communications - HR Operations

Type of role

Human Resources

Working pattern

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

Number of posts



Nottingham, East Midlands, NG1 7AU

About the job


Do you have experience in leading and managing a responsive operational HR service? Are you passionate about improving HR service quality and performance?

HM Land Registry are looking for a HR Service Centre Manager to lead and manage a HR Support Desk, HR Admin Team and Payroll function that provide effective, timely and efficient advice and support to line managers and staff on a wide range of human resources issues, including those provided by third parties. In this role you will lead the teams to deliver an effective day to day first line response service to the organisation, whilst ensuring continuous improvement of service quality and performance to ensure high standards of customer service are achieved.

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.

Job description

As the HR Service Centre Manager, you will manage and lead HM Land Registry’s HR Support Desk, Admin Team and Payroll function in the delivery of an effective day to day HR first line response service to the business.

You will need to make decisions on unusual or complex cases that fall outside of HR policies and procedures and ensure services are delivered within agreed Service Level Agreements (SLAs). You will also build and maintain positive and effective customer relationships, ensuring that the internal customer is at the heart of delivery across the HR Service Centre.

You will utilise established HMLR/project management processes for managing people and organisational impacts as well as sound judgement in producing risks assessments and cost and time estimates, to manage change effectively. Through working in partnership with HR colleagues and liaising with other stakeholders, including our recognised trade unions, you will ensure that a comprehensive, efficient and flexible service is provided to the organisation.

You may be required to travel on an ad-hoc basis to other HM Land Registry offices and third party suppliers’ premises, which may include overnight stays during the working week.


Working a minimum of 30 hours per week, in this role you will analyse and interpret data and feedback relating to first tier HR queries to inform discussions within HR and the wider business to enable continuous improvement of the services provided by the HR Service Centre.

You will be responsible for ensuring all HM Land Registry pensions administration is completed accurately and on time in line with legislation and Cabinet Office requirements. This will include scheduling, planning and implementing day to day, annual and ad hoc pension activity, and appropriate and timely communications to HMLR staff.

You will manage contracts with relevant third-party service providers, building and maintaining effective and positive working relationships, ensuring quality of service, adherence to legal requirements and value for money. You will also act as a first point of contact for internal and external audits, ensuring that the HR Service Centre provides required information in a timely and accurate manner.

You will be responsible for managing 3 direct reports and leading and guiding the wider HR Service Centre Team, which consists of approximately 25 staff. The team are working both from home and in the office. HM Land Registry are currently adopting a hybrid working approach so there may be an element of home working in this role to be discussed and agreed with your line manager.

With either CIPD chartered membership, a level 7 CIPD qualification or equivalent experience in a HR role, you will have proven experience in the operational management of a responsive HR service environment and delivery of SLAs to high standards of customer service. You will have sound experience in evaluating both qualitative and quantitative data to establish and develop improvements to a service. You will be able to communicate clearly and effectively, both verbally and in writing, with staff at all grades and possess sound decision-making skills and judgement. Furthermore, you will be experienced in supplier contract management and budget management.


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

  • Changing and Improving
  • Making Effective Decisions
  • Leadership
  • Managing a Quality Service

Technical skills

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

  • Chartered member of CIPD or level 7 CIPD HR qualification or have the equivalent experience in a HR position, and be prepared to commit to the achievement of qualifications to CIPD standards.


HM Land Registry offers very competitive terms, conditions and benefits. We provide excellent opportunities for career progression, training and development. You will have access to Civil Service pension and benefits arrangements and generous leave allowances, as well as flexible working – exactly what you would expect from a progressive employer.

HM Land Registry is a great place to work, where difference is celebrated. We are committed to fairness and equality for all, so you feel valued for who you are and what you do. 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 strategic ambitions. Diversity fuels our innovation.

We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including black, Asian and minority ethnic (BAME) people; people with disabilities; LGBT+ people; people with gender diverse identities; and people from lower socio-economic backgrounds. Our current focus is to encourage people from these under-represented groups into management and leadership roles.

For more information about our benefits please see:

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, Experience and Technical skills.
To apply, you will need to complete the online application form, which includes a Technical skills section and a Statement of Suitability, before 11:55pm on 26th September 2021.

Within the Technical skills section, in no more than 250 words, please demonstrate how you meet the following essential criterion:
• Chartered member of CIPD or level 7 CIPD HR qualification or have the equivalent experience in a HR position, and be prepared to commit to the achievement of qualifications to CIPD standards

In no more than 1000 words, the Statement of Suitability section should be used to outline your skills and experience for the role and provide details of how you meet the following essential Experience criteria:
• Operational management of a responsive HR service environment and delivery of SLAs to high standards of customer service
• Evaluating both qualitative and quantitative data and from that analysis developing improvements to the service
• Supplier contract management
• Budget management

The sift will be completed shortly after the closing date.

In the event of a high volume of applications for this vacancy, an initial sift will be conducted on the Technical skills criterion detailed above and the lead Experience criterion, being:
• Operational management of a responsive HR service environment and delivery of SLAs to high standards of customer service
and a full sift will only be carried out on those applications that pass the initial sift.

If successful at the shortlisting stage, you will be invited to attend a face-to-face blended interview and deliver a pre-prepared presentation at our Nottingham office during week commencing 11th October 2021.

The topic for the pre-prepared presentation will be provided to candidates invited to interview after the application sift.

The blended interview will test the behaviours listed in the Vacancy Description within the attached Candidate Pack 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.

The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.

Prompt notes may be referred to within the interview if required.

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 Confident 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:

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 :  Sarah Fisher
Email :
Recruitment team :
Email :

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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