Customer Services Performance Delivery Lead

Job summary

The Customer Services Performance Delivery lead is a key senior leadership role within Customer Services Group (CSG), responsible for leading and developing CSG's central performance, insight, services and Project control functions. The postholder will work across the whole of Service Delivery to translate insight into action, improving customer outcomes, operational performance, organisational resilience and delivery of strategic priorities.

Passionate about people and public service excellence, the individual will be accountable for establishing a high-performing operational function that brings together workforce planning and resource modelling, business intelligence and analytics, benchmarking, quality and complaints insight, risk integration and project coordination. This role directly supports the HMLR 2026+ Strategy of improving the experience for our customers through embedding a customer resolution focus and improving the quality of all services we provide.

The post holder will provide visible and inclusive leadership across a national team and through the effective use of data, customer insight and operational intelligence, will help ensure CSG delivers consistent, efficient and customer-focused services that support organisational priorities and service standards.

The successful candidate will champion evidence-based decision making, enabling leaders to manage using live performance data rather than hindsight, removing complexity and maximising the use of technology. They will foster a culture of accountability, continuous improvement and operational excellence, ensuring that customer needs, a dedication to a high service quality, customer accessibility and business outcomes remain at the centre of decision making.

Job description

Main duties include;

• Lead and bring together key individuals across Customer Services service line, setting a clear vision, building collective capability and fostering an inclusive, high-performing culture that reflects HMLR's values, leadership expectations and commitment to outstanding customer service.
• Lead workforce planning, resource modelling and forecasting activity across CSG, ensuring leaders have the insight required to make effective decisions on deployment, resilience, skills and future service demand.
• Build and maintain effective partnerships with the Service Delivery Resource & Planning team, working collaboratively to align planned activities with operational priorities and deliver improved service outcomes.
• Lead monitoring and reporting against key performance indicators, critical success factors, business benefits and improvement commitments, ensuring clear ownership, accountability and delivery against agreed outcomes for CSG aligned with Service Delivery Performance Leads reporting requirements.
• Work collaboratively with Heads of Service Delivery, senior leaders and corporate partners to translate organisational objectives into measurable performance outcomes, ensuring decisions are informed by evidence, customer insight and operational intelligence to achieve Service Delivery plan objectives.
• Develop and embed a single source of truth for CSG performance, bringing together operational, customer, quality, complaints, workforce and risk information to support evidence-based decision making and informed leadership action.
• Please see attached job description for full information.

Person specification

To be successful in this role you will have:

• The ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders.
• Experience of leading performance reporting, business intelligence, workforce planning, forecasting or operational control functions in a large and complex operational environment, using data and developing dashboards/systems to improve service, customer experience and organisational outcomes.
• Experience of analysing operational, Voice of the Customer insight, quality, complaints and workforce data to identify trends, risks, root causes and opportunities, and using insight to inform practical recommendations and service improvement.
• Knowledge of quality assurance, complaints insight, root cause analysis and operational risk management, and the ability to integrate these into a coherent performance and assurance framework.
• Experience of supporting, influencing and constructively challenging senior leadership teams, building confidence, transparency and accountability in how performance is managed and reported.
• Strong organisational and delivery skills, with the resilience to manage competing priorities, complex operational challenges and improvement activity at pace.
• Demonstrable people leadership skills, including building capability, coaching others, leading change and influencing beyond direct line management to create a high-performing, evidence-led culture.

Technical skills

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

• Ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by operational and senior leaders

Benefits

Alongside your salary of £61,923, HM Land Registry contributes £17,939 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

#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.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and ex