Customer Support Officers (Welsh line) - Swansea

HM Land Registry; Swansea; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

An exciting opportunity awaits at a forward-thinking government agency, where you can make a real impact as a Customer Support Officer. This role is perfect for those who thrive in fast-paced environments and are passionate about delivering exceptional customer service. You'll be part of a dedicated team, supporting a diverse range of customers, including property professionals and citizens, while utilizing your Welsh language skills. With comprehensive training and opportunities for growth, this position promises a fulfilling career path in a dynamic public service setting. Join us in shaping the future of land registration and enhancing customer experiences.

Benefits

Civil Service Pension Scheme

Flexible Working Patterns

Continuous Learning Opportunities

Annual Leave

Inclusive Work Culture

Qualifications

• Fluency in Welsh is essential for this customer-facing role.
• Strong customer service skills and the ability to manage calls efficiently.

Responsibilities

• Manage customer telephone calls and provide accurate information.
• Encourage customers to self-serve and achieve KPIs.

Skills

Customer Service Skills

Fluency in Welsh

Communication Skills

Teamwork

Organizational Skills

Education

Customer Service Qualification

Tools

Microsoft Office

Job description

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Job Summary

It's an exciting time to join us, as HM Land Registry (HMLR) 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.

Swansea, Wales, SA7 9FQ

Job Summary

It's an exciting time to join us, as HM Land Registry (HMLR) 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.

HM Land Registry (HMLR) are looking for great candidates to join them as Customer Support Officers in teams in Swansea. This is a key customer facing role, supporting a wide range of customers including property professionals and citizens. You will have strong customer service skills, be resilient and confident when dealing with a variety of customer situations.

Alongside answering customer calls on our standard lines, this role will have responsibility for taking calls on our Welsh speaking line, supporting our customers who want to communicate with us in Welsh. You will be reasonably fluent in the Welsh language (spoken and written) in order to provide great service and first contact resolution where possible. You will be part of a small team providing support for this service when required.

If you’re looking for a challenging role you can really make your own and want to join HMLR on their exciting journey, start your application today.

The ability to speak and write in Welsh with a reasonable degree of fluency is essential.

This is a separate recruitment campaign to the Customer Support Officers - Swansea recruitment campaign that is being run concurrently.

Please be aware the Civil services Customer Services online test will be unavailable between 9:00pm on Friday 2 May until midday on Sunday 4 May 2025, during this time you will not be able to access the online tests.

Job Description

In this vital front-line role, you will work in a fast-paced environment where your primary role will be to manage customer telephone calls efficiently, providing accurate, impartial information in line with the advisory policy. You will deal with a range of land registration enquiries and provide information to customers quickly and clearly, taking calls from all sectors of our community. You will also maximise the number of calls you can respond to, using the most efficient and effective call handling techniques. You will actively encourage customers to self-serve, reduce rework, promote, and drive the use of new products and services and strive to achieve all customer related KPIs and targets.

As this is an entry-level opportunity, you will receive fantastic training to make you an expert in your field. There will be opportunities to undertake various offline tasks as part of the role. If you want to progress, there are plenty of opportunities to take on extra work and responsibility and room to grow and move up through the organisation.

Our Customer Support Centre is open from 8.00am until 17.00pm, Monday to Friday, but sometimes we take calls until 6pm. CSC staff are on flexible working patterns and all team members are expected to play their part in ensuring that there is sufficient cover available to take the forecasted volume of calls throughout the opening hours. CSC staff are required to schedule working hours in advance to ensure sufficient cover is in place. As part of a small team covering the Welsh line, you will need to work with your colleagues to ensure this cover is provided across CSC opening hours.

The role is anticipated to start in September 2025. If you are successful in securing a position, there will be a significant amount of training required (approx 26 weeks) and we would require you to be in full attendance in the office during this time. Due to the extensive training programme for this role, you will be required to work full time during the initial training period for 14 weeks.

If successful in securing a position, we can discuss any pre-booked holiday.

Following training you will be able to undertake hybrid working. HMLR believe that a blended approach to where you work may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office.

In this vital front-line role, you will work in a fast-paced environment where your primary role will be to manage customer telephone calls efficiently, providing accurate, impartial information in line with the advisory policy. You will deal with a range of land registration enquiries and provide information to customers quickly and clearly, taking calls from all sectors of our community. You will also maximise the number of calls you can respond to, using the most efficient and effective call handling techniques. You will actively encourage customers to self-serve, reduce rework, promote, and drive the use of new products and services and strive to achieve all customer related KPIs and targets.

As this is an entry-level opportunity, you will receive fantastic training to make you an expert in your field. There will be opportunities to undertake various offline tasks as part of the role. If you want to progress, there are plenty of opportunities to take on extra work and responsibility and room to grow and move up through the organisation.

Our Customer Support Centre is open from 8.00am until 17.00pm, Monday to Friday, but sometimes we take calls until 6pm. CSC staff are on flexible working patterns and all team members are expected to play their part in ensuring that there is sufficient cover available to take the forecasted volume of calls throughout the opening hours. CSC staff are required to schedule working hours in advance to ensure sufficient cover is in place. As part of a small team covering the Welsh line, you will need to work with your colleagues to ensure this cover is provided across CSC opening hours.

The role is anticipated to start in September 2025. If you are successful in securing a position, there will be a significant amount of training required (approx 26 weeks) and we would require you to be in full attendance in the office during this time. Due to the extensive training programme for this role, you will be required to work full time during the initial training period for 14 weeks.

If successful in securing a position, we can discuss any pre-booked holiday.

Following training you will be able to undertake hybrid working. HMLR believe that a blended approach to where you work may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office.

Person specification

You can demonstrate effective verbal and written communication skills, with a reasonable level of fluency in English and Welsh and always put the customer first. You will also be a strong team player and have an approachable persona. You will be a self-starter with great organisational and time management skills and a working knowledge of Microsoft software. With a great eye for detail, you will be able to spot mistakes where others don’t. You can make sound judgements, providing clear advice in challenging or sensitive situations.

Qualifications and experience are not essential for this role; however, a Customer Service qualification or relevant experience is desirable.

This is a job with responsibility, so you will need to rise to the challenge, taking ownership of the work you do and the results you achieve.

The Customer Support Officer position is classed as a "public-facing" role. In November 2016 the government published a code of practice on the English language requirements for public sector workers https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/573013/english_language_requirement_public_sector_workers_code_of_practice_2016.pdf

Please see the attached candidate pack for further details of the role and responsibilities.

Qualifications

You are applying for a role that requires a reasonable level of fluency in written and spoken Welsh, please confirm you have Welsh Language skills.

Behaviours

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

• Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions
• Working Together
  
  

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.
  
  

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

Selection process details

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

To Apply Please Complete The Below Technical Question

You are applying for a role that requires a reasonable level of fluency in written and spoken Welsh, please confirm you have Welsh Language skills.

You will then be asked to complete a short application form and sit one test:

• Civil Service Customer Service Skills Test (CSST)
  
  

Please be aware the Civil services Customer Services online test will be unavailable between 9:00pm on Friday 2 May until midday on Sunday 4 May 2025, during this time you will not be able to access the online tests.

Should you be successful you will be asked to complete the full application form, including copying and pasting your CV when prompted. In your CV we will be looking at your qualifications and your previous Customer Service skills.

Skills

The personal statement should be used to outline your skills and experience for the role. Using no more than 500 words and in the order listed below, please provide details of how you meet the following ‘Essential Experience’ criteria:

• Customer focussed and able to evidence effective customer service skills within a customer service environment to achieve first contact resolution.
• Experience of working as a team member to deliver common goals
  
  

The sift will take place shortly after the closing date. Due to the anticipated high volume of applications it is possible that you may pass the test minimum score but we might have to raise the pass mark and as a result, you may not progress to the next stage.

We may also complete an initial sift on the lead experience (first) question, as below.

• Customer focussed and able to evidence effective customer service skills within a customer service environment to achieve first contact resolution.
  
  

If successful at sift, you will be invited to attend a face-to-face interview w/c 9th June 2025.

The interview stage will include a short assessment of both your spoken and written Welsh. We will ask you to write a short passage in Welsh and we will ask you a couple of simple questions in Welsh. This is purely to assess your language skills rather than score the content of your answers.

The interview will include a candidate led session.Please come prepared to talk to us about the following four behaviours. In each example, we would like to know what you did, how you did it and the outcome from any actions you undertook. The panel will ask you questions about the examples you have shared with them.

Communicating and Influencing -

How you communicate and influence will be a key factor in this role. We would like to hear about a time you have dealt with a difficult situation and how you communicated to those affected. Your example should include what resources were available to you to communicate your message most effectively.

Managing a Quality Service -

As a Customer Support Officer, we would expect you to deliver excellent customer service. We would like to hear about a time when you have effectively managed a customer’s expectations and delivered great customer service.

Making Effective Decisions -

We are interested in how you approach decision making and would like to hear about a decision you have recently made. Your example should include the actions and any considerations you undertook to reach the decision.

Working Together -

As a Customer Support Officer, we expect you to work effectively as part of the wider Customer Support Group. We want to understand through your example, how you have proactively contributed to working together as part of a team.

The interview will also test 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.

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.

https://www.gov.uk/government/publications/success-profiles

Further details of the interview process will be provided to candidates who are invited to interview.

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 Monday 19th May 2025.

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.

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

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 : Gordon Foote
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]
  
  

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 [e-mail] 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/

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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