Senior Relationship Manager

Job summary

This is an exciting opportunity to be part of the Service Performance and Integration team who will be supporting the ongoing monitoring and integrity of the live Local Land Charges service. Your primary responsibilities will entail building/maintaining positive and collaborative working relationships with local authorities and other originating authorities, encouraging them to be innovative with the cleansed migrated data, and supporting them to strive for continuous improvement. You will be able to develop your skills and knowledge in data analysis to deliver useful insights to the development teams to feed into product enhancement

A successful candidate will need to pro-actively identify issues affecting the information provided on the Live LLC register, addressing these in collaboration with the local authority/other originating authorities and the support functions within the LLC programme, to provide reassurance to our customers. You will need to chair and lead regular reviews with external stakeholders and commit to continuous improvement and encouraging best practice both internally and externally. Working at pace to provide resolutions, whilst establishing root causes, you will implement process change to prevent reoccurrence. Having the ability to handle customer complaints and take appropriate remedial action will be a standard expectation.

Working closely with stakeholders across the programme during migration to gain a detailed understanding of the data for each local authority and how it was migrated. You will apply this knowledge to support local authorities/other originating authorities and other areas of the Programme in resolving customer enquiries and live service issues.

Check out the video below to see what it is like working for our Service Delivery directorate.

Job description

• Effectively managing a portfolio of Local Authorities and/or Originating Authorities to meet and/or exceed the prescribed performance metrics within Live Service
• Build and maintain post migration relationships with originating authorities, encouraging innovation, best practice and continuous improvement
• Managing and resolving live service issues post migration
• Leading or facilitating stakeholder engagement activities for the team
• Working to identify and deliver process improvements/service enhancements
• Provide LLC technical advice to both internal and external stakeholders
• Collaborating with business analysts and user researchers to analyse and understand user and business requirements
• Evaluating and presenting options and making decisions and recommendations based on data and analysis
• Working with customers to understand their needs, providing resolution to issues and identifying areas for improvement
• Acting as an escalation/referral point and mentor for other members of the team
• Collaborate with suppliers, providing appropriate feedback and raise issues in a timely manner

Person specification

• Proven experience of working in a Customer, Operational, Project or Technical Environment
• Proficiency in building and maintaining mutually beneficial internal and external stakeholder relationships
• Experience of gathering, analysing and evaluating data, providing options and making recommendations; whilst collaborating with others to understand user and business requirements.
• A proven track record of influencing internal and external stakeholder decisions
• Experience of leading on identifying opportunities for improvement, defining a solution and delivering that change
• Proven ability to work as part of a team and under own initiative
• Excellent verbal and written communication skills

Due to the nature of the role regular travel to other HM Land Registry offices will be required, including some overnight stays.

For more information about the role and the full Person Specification, please see the attached Job Description.

Please note you will be required to work a minimum of 30 hours per week in this post.

Behaviours

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

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing
• Changing and Improving
• Seeing the Big Picture

Benefits

Alongside your salary of £39,849, HM Land Registry contributes £11,544 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).

#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.

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 experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

To apply, you will need to complete the short application form and copy and paste your CV onto the online application form detailing your qualifications and work history.

Your CV will be assessed against the essential experiencecriteria detailed in the attached Job Description.

The Personal Statement section (in no more than 750 words) should be used to outline your wider skills and experience for the role and detail how you meet the essential experience criteria listed below:

• Proven experience of working in a Customer, Operational, Project or Technical Environment
• Proficiency in building and maintaining mutually beneficial internal and external stakeholder relationships
• Experience of gathering, analysing and evaluating data, providing options and making recommendations; whilst collaborating with others to understand user and b