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 experience criteria 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 business requirements.

In the event of a high volume of applications for this vacancy, an initial sift will be conducted on the below criteria and a full sift only carried out on those applications that pass the initial sift stage:

• Proven experience of working in a Customer, Operational, Project or Technical Environment

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 23:55pm on the advertised date.

The sift will take place shortly after the closing date. If successful at shortlisting stage, you will be invited to attend a virtual interview and deliver a pre-prepared presentation, from week commencing 21st September 2026. Further details will be provided on invitation to interview.

The blended interview will assess the behaviours listed in the Job Description.

Please note that we will not be testing any of the desirable criteria throughout this process.

Candidates may refer to notes within their interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage may be invited to attend an interview. If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

Candidates should be aware that any travel expenses incurred when attending interviews for this role will not be covered by HMLR.

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

You can find more information on how we use your personal data on our website.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) 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) .

Apply and further information

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