Plymouth, South West England, PL6 5WS
Job Summary
It is an exciting time for HM Land Registry (HMLR) as we continue on a major transformation programme. HMLR's ambition is to become the world’s leading land registry for speed, simplicity and an open approach to data.
As a Customer Support Operative - IT Service Desk, you will be part of the Service Management Centre in the IT Service Desk team. You will be responsible for providing a single point of contact and an exceptional level of customer service for all HM Land Registry internal users.
This role will require a minimum of 30 hours per week.
Job Description
The team owns the Incident and Service Request processes and fixes over 60% of incidents first line.
Main Duties:
* Provide a single point of contact for all IT user enquiries via our telephony system and other access channels into the IT Service Desk.
* Raise and respond to requests for investigation using our Service Management tool
* Respond to requests from the central IT Service Desk workstream – providing clear and concise instruction or information to users.
* Assure a high level of customer support and user satisfaction in all dealings.
* Ensure all user enquiries are processed and tracked in accordance with ISO20000 industry compliant service management procedures
* Keep users informed of progress of their requests and system issues; carrying out appropriate escalation when required
* Work collaboratively with service management cells and other teams to enhance service and customer knowledge, resources, and experiences.
* Support Service Improvement and project related activity
* Work towards ensuring the team meet their key targets.
This role sits within a structured career path aligned with the Government Digital and Data Framework for IT Service Desk with opportunities for progression. If the role becomes permanent SC clearance will be required.
A standard day – the IT Service Desk Service is operational between 7am and 5pm. Expectations will be for cover between those times to assist with peak demand. Hours will be by agreement working on site at our Plymouth building. There is a requirement to provide occasional cover on a weekend, currently worked as overtime.
For further information about the role, please see the attached Candidate Pack.
The team owns the Incident and Service Request processes and fixes over 60% of incidents first line.
Main Duties:
* Provide a single point of contact for all IT user enquiries via our telephony system and other access channels into the IT Service Desk.
* Raise and respond to requests for investigation using our Service Management tool
* Respond to requests from the central IT Service Desk workstream – providing clear and concise instruction or information to users.
* Assure a high level of customer support and user satisfaction in all dealings.
* Ensure all user enquiries are processed and tracked in accordance with ISO20000 industry compliant service management procedures
* Keep users informed of progress of their requests and system issues; carrying out appropriate escalation when required
* Work collaboratively with service management cells and other teams to enhance service and customer knowledge, resources, and experiences.
* Support Service Improvement and project related activity
* Work towards ensuring the team meet their key targets.
This role sits within a structured career path aligned with the Government Digital and Data Framework for IT Service Desk with opportunities for progression. If the role becomes permanent SC clearance will be required.
A standard day – the IT Service Desk Service is operational between 7am and 5pm. Expectations will be for cover between those times to assist with peak demand. Hours will be by agreement working on site at our Plymouth building. There is a requirement to provide occasional cover on a weekend, currently worked as overtime.
For further information about the role, please see the attached Candidate Pack.
Person specification
To be successful in this role, you will have the following Essential Technical skills:
* A strong will and desire to provide first class customer support via our telephony and other electronic media platforms
* An awareness of IT infrastructure and/or IT operations
* Ability to attain Service Management qualifications – such as ITIL4 Foundation
You can demonstrate proven experience of delivering a quality customer service in a fast paced and changing environment, displaying excellent communication skills, with the ability to build solid working relationships.
You demonstrate an adaptable approach to problem solving, working well under pressure & providing tactful advice, displaying patience and demonstrating the ability to work flexibly, contributing to the team environment, whilst managing your own workload.
You will have good use of Microsoft application's, specifically desktop software applications.
Behaviours
We'll assess you against these behaviours during the selection process:
* Communicating and Influencing
* Working Together
* Delivering at Pace
Technical skills
We'll assess you against these technical skills during the selection process:
* A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.
* An awareness of IT infrastructure and/or IT operations
Alongside your salary of £25,792, HM Land Registry contributes £7,471 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
#WeAreHMLR
At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.
We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.
* We have integrity – we value honesty, trust and doing the right thing in the right way.
* We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
* We are professional – we value and grow our knowledge and professional expertise.
* We give assurance – we guarantee our services and provide confidence to the property market.
You can find more information on our rewards package on our website.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Ability, Experience and Technical skills.
Please fill out the short application form and complete the verbal reasoning test. A link to some test information and a practice test can be found here.
If you are successful in passing the online test, then please copy and paste an anonymous CV into the online application form when prompted and include your qualifications and career history.
Please complete the technical question (in no more than 250 words) as requested:
* A strong will and desire to provide first class customer support via our telephony and other electronic media platforms
* An awareness of IT infrastructure and/or IT operations
The Personal Statement Section (in No More Than 500 Words) Must Be Used To Provide Details Of How You Meet The Essential Experience Criteria Listed Below:
* Proven experience of delivering a quality customer service in a fast-paced environment
* Effective communication skills, including the ability and flexibility to interact and build working relationships
In the event of a high volume of applications we may sift on the lead criteria -
* Proven experience of delivering a quality customer service in a fast-paced environment
The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a face to face blended interview in the Plymouth office. This will include an in-tray exercise and will be conducted on 14 & 18 July 2025.
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 23:55pm on the advertised date.
The blended interview will assess the technical, experience and behaviours listed in the candidate pack, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the 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.
Candidates may refer to notes within their interview but they should be used as a prompt only.
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 you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.
You can find more information on how we use your personal data on our website.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Ability, Experience and Technical skills.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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) (opens in a new window)
* 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 (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
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 : Linda Costin
* Email : Linda.Costin@landregistry.gov.uk
Recruitment team
* Email : hrresourcingteam2@landregistry.gov.uk
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 hrresourcingteam2@landregistry.gov.uk 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: http://civilservicecommission.independent.gov.uk/making-complaint/ #J-18808-Ljbffr