Job summary
This is an exciting opportunity to lead the Realtime Team within the Resource Planning function, supporting the Customer Service Group (CSG), which includes the Customer Support Centre (CSC), Customer Resolution Team (CRT), and Central Complaints Team (CCT).
Job description
As Realtime Manager, you will ensure that our customer-facing operations run smoothly throughout each day and into the coming week. You will oversee the monitoring of performance, identify risks to service levels, and take proactive steps to mitigate them. You will also manage incident escalation in collaboration with the Contact Centre Technology Specialist and ensure issues are promptly addressed by engaging with End User & Telecoms Support (EUTS) and other technical support teams.
Your role will combine operational oversight with strategic forward planning, horizon scanning, and collaboration with Scheduling, Forecasting, Operational and Support teams to ensure optimal service delivery.
For a full job description, please see Candidate Pack here.
Person specification
The successful candidate will:
- Possess strong skills in analysing performance data and applying insights to optimise service delivery through a range of data-driven techniques.
- Utilise their skills in Microsoft Excel to interpret, model and report on complex data.
- Possess experience and knowledge of Workforce Management systems and a capability of managing real-time operations in a contact centre or service delivery environment utilising appropriate tools and processes.
- Effectively manage real-time operations in a contact centre or service delivery environment.
- Be able to lead a team in a high-volume, time-critical environment.
- Manage operational incidents and escalations to resolution.
- Engage with stakeholders and technical support teams to drive service improvements.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Leadership
- Delivering at Pace
- Making Effective Decisions
Technical skills
We'll assess you against these technical skills during the selection process:
- Competence in analysing performance data, Advanced skills in Microsoft Excel for complex data interpretation, modelling and reporting and, Strong knowledge of Workforce Management (WFM) systems (ideally Calabrio or similar).
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.
#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
For more information and to apply