Customer Support Officer

Customer Support Officers - Durham, County Durham

Contract Type :  Permanent

Hours :  Full-time, but part-time and job share roles may be considered

Salary :  £25,792 per annum + Civil Service Pension (28.97% employer contribution) & excellent benefits package

Application deadline :  11 : 55 pm, Monday 19th May 2025

What will you be doing? – Customer Support Officers – Durham, County Durham

We are proud to be working with  HM Land Registry , who are currently looking for  Customer Support Officers  to join their team in  Durham .

This is an exciting opportunity to play a key frontline role, supporting a wide range of customers, including property professionals and members of the public. You will work in a fast-paced contact centre environment, handling inbound telephone enquiries and delivering high-quality service and support.

Your main duties will include :

• Managing customer telephone calls and providing accurate, impartial information aligned with HM Land Registry’s advisory policy
• Supporting customers from all sectors of the community with a variety of land registration enquiries
• Maximising the number of calls answered by applying effective call handling techniques
• Promoting self-service tools, new services and reducing rework wherever possible
• Working as part of a team to meet daily service targets and customer satisfaction KPIs
• Undertaking additional administrative and casework tasks as required by the business
• Taking ownership of your own development through structured training and continuous learning

What do you need? – Customer Support Officers – Durham, County Durham

We are looking for candidates with strong verbal and written communication skills, a great eye for detail, and the ability to remain calm and confident when handling customer enquiries. You should be self-motivated, highly organised, and have a collaborative approach to teamwork.

While specific qualifications are not essential, a customer service qualification or relevant experience is desirable.

Additional Information

This role is based in the  Durham  office, and all initial training will be undertaken on-site over a period of approximately  26 weeks . Training will be comprehensive, and full attendance during this period is required.

Following the successful completion of training and the consolidation of learning, you will be able to request hybrid working. HM Land Registry supports a blended approach to working, and you will be expected to spend at least  60% of your time in the office .

Due to the nature of the training programme,  annual leave cannot be taken during the first 14 weeks  of employment.

Hours – Customer Support Officers – Durham, County Durham

Full time : 37 hours per week

Part-time : Minimum 30 hours per week (required during training)

Working pattern : Flexible working, job share options available

The Customer Support Centre is open  Monday to Friday, 8 : 00 am – 5 : 00 pm  (with occasional extended hours to 6 : 00 pm). All staff are expected to schedule their working hours in advance to support contact centre coverage.

What next?

Click  Apply Now , complete the initial pre-screen

Interview dates :  Week commencing  9th June 2025

Start date :  Anticipated  September 2025

Why join HM Land Registry?

At HM Land Registry, we are working towards a world-leading property market and aim to achieve comprehensive registration by 2030. Our people are at the heart of what we do.

We offer :

HIGEN