Customer Support Officers - Durham, County Durham
Location: Swansea
Contract Type: Permanent
Hours: Full-time, but part-time and job share roles may be considered
Salary: £25,792 per annum + Civil Service Pension (28.97% employer contribution) & excellent benefits package
Application deadline: 11:55 pm, Monday 19th May 2025
What will you be doing? – Customer Support Officers – Durham, County Durham
We are proud to be working with HM Land Registry, who are currently looking for Customer Support Officers to join their team in Durham.
This is an exciting opportunity to play a key frontline role, supporting a wide range of customers, including property professionals and members of the public. You will work in a fast-paced contact centre environment, handling inbound telephone enquiries and delivering high-quality service and support.
Your main duties will include:
* Managing customer telephone calls and providing accurate, impartial information aligned with HM Land Registry’s advisory policy
* Supporting customers from all sectors of the community with a variety of land registration enquiries
* Maximising the number of calls answered by applying effective call handling techniques
* Promoting self-service tools, new services and reducing rework wherever possible
* Working as part of a team to meet daily service targets and customer satisfaction KPIs
* Undertaking additional administrative and casework tasks as required by the business
* Taking ownership of your own development through structured training and continuous learning
What do you need? – Customer Support Officers – Durham, County Durham
We are looking for candidates with strong verbal and written communication skills, a great eye for detail, and the ability to remain calm and confident when handling customer enquiries. You should be self-motivated, highly organised, and have a collaborative approach to teamwork.
While specific qualifications are not essential, a customer service qualification or relevant experience is desirable.
Additional Information
This role is based in the Durham office, and all initial training will be undertaken on-site over a period of approximately 26 weeks. Training will be comprehensive, and full attendance during this period is required.
Following the successful completion of training and the consolidation of learning, you will be able to request hybrid working. HM Land Registry supports a blended approach to working, and you will be expected to spend at least 60% of your time in the office.
Due to the nature of the training programme, annual leave cannot be taken during the first 14 weeks of employment.
Hours – Customer Support Officers – Durham, County Durham
Full time: 37 hours per week
Part-time: Minimum 30 hours per week (required during training)
Working pattern: Flexible working, job share options available
The Customer Support Centre is open Monday to Friday, 8:00 am – 5:00 pm (with occasional extended hours to 6:00 pm). All staff are expected to schedule their working hours in advance to support contact centre coverage.
What next?
Click Apply Now, complete the initial pre-screen
Interview dates: Week commencing 9th June 2025
Start date: Anticipated September 2025
Why join HM Land Registry?
At HM Land Registry, we are working towards a world-leading property market and aim to achieve comprehensive registration by 2030. Our people are at the heart of what we do.
We offer:
* Competitive salary and Civil Service Pension
* Flexible working and hybrid options
* Continuous learning and development
* A culture of innovation, inclusivity and integrity
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