Deputy Director - Customer Service Delivery (SCS1)

HM Land Registry

Birkenhead, Coventry, Croydon, Durham, Preston, Gloucester, Hull, Leicester, Plymouth, Telford, Swansea, Weymouth

  • Location Birkenhead, Coventry, Croydon, Durham, Preston, Gloucester, Hull, Leicester, Plymouth, Telford, Swansea, Weymouth
  • Sector
  • Client HM Land Registry
  • Job Type Permanent
  • Salary/Remuneration £90,000
  • Reference GSe122537
  • Closing Date 23.55 on Friday 1st August 2025

Job summary

When it comes to improving the property market and supporting economic growth, few organisations can match HM Land Registry’s ambition. We play a role in every single purchase of land or property in England and Wales, maintaining registers for properties valued at around £8 trillion and ensuring that the right information is made available to buyers and conveyancers. In order to achieve our goal of becoming an entirely customer-focused and data driven organisation, we will be leveraging technology, including across the use of AI and data to support the property market, helping everyone to work more effectively.

Watch this video to find out more about this opportunity:

HMLR Deputy Director Recruitment

Job description

As Deputy Director of Customer Service Delivery, you will lead a team of 2 / 3 Grade 6 Head of Service roles and will have second line management of 6 Grade 7 delivery roles, providing leadership and strategic direction to ensure a customer focused approach across the whole of service delivery. Working to the Director of Land Registration Services, you will play a central role in leading the further development of innovative, customer-focused services. You will ensure that customer insight and the customer voice inform improvements to the customer journey, working in partnership with the Customer and Strategy directorate. You will be an active and effective member of the Service Delivery (SD SLT) and Senior Executive Leadership Team (SET) and a highly visible corporate leader.

Person specification

To be successful in this post, you will be an inspiring and innovative leader with a record of delivering exceptional customer experience in a high performing organisation. Highly collaborative with experience of leading a professional team to deliver at pace in multi-site, multi-channel services, while developing all colleagues in their roles, you will bring a demonstrable commitment to continuous improvement.

Behaviours

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

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

Benefits

Alongside your salary of £90,000, HM Land Registry contributes £26,073 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.

Things you need to know

Selection process details

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

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.

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.

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.

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.

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/

This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.

As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

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