Customer Support Centre Performance and Management Information Analyst

HM Land Registry

Apply before 11:55 pm on Sunday 7th November 2021


Reference number





Higher 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 the design, implementation, ongoing management/development and analysis of a new reporting suite to support the achievement of KPI’s and aid operational decision making.

Job description

To be successful in this role you will have an eye for detail and a natural curiosity, using technical expertise to good effect, proactively identifying opportunities through analytical assessment of the data, and in doing so will identify improvement opportunities.

A minimum of 30 hours over 4 working days is required for this role. We can consider a range of working hours and patterns. 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 work in collaboration with all areas of CSC and the supporting teams to ensure needs are met and a joined-up approach to data. A confident communicator they will enjoy presenting analysis to a range of stakeholders who represent different functions and operate at varying levels throughout the business including consultations with union colleagues.

There is an occasional need for the post holder to be able to accommodate flexible working hours to meet operational demands. There may also be an occasional requirement to travel to participate in workshops and other activities that are relevant to the role or own personal development.

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:

  • Changing and Improving
  • Making Effective Decisions
  • Communicating and Influencing
  • 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 and Experience.
To apply you will need to complete the application form. 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:

• Previous experience of developing management information and providing insight to support operational decision making in a contact centre environment.
• Experience of assimilating and analysing data to provide meaningful data information quickly, understanding the wider implications, consequences and ramifications.
• Strong experience of senior stakeholder engagement to understand needs and manage expectations.

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

The sift will take place w/c 8 Nov. with remote video interviews taking place w/c 15 Nov.

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 settled or pre-settled status or who apply for either status by the deadline of 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 :

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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