Job Description

Role: Customer Service Administrator

Nature of work: Telephony work and administration duties
Location: Birkenhead, CH41 6DU - office-based role
Working hours: Monday to Friday, 9am-5:30pm (37.5 hours)
Contract: Temporary, 6 months with the possibility of extension based on performance and demand
Pay rate: £13.37ph
Brook Street in partnership with the HM Land Registry has a fantastic opportunity to join their team based in Birkenhead.

We're delighted you've expressed an interest in working at HM Land Registry, and we wish you the best of luck with your application. HM Land Registry has a proud history, spanning more than 160 years. Although a lot has changed in that time, our core purpose has remained the same. We play a role in every single purchase of land or property in England and Wales, ensuring that the right information is made available to buyers and conveyancers to help them make informed decisions. HM Land Registry employs over 6,000 people across England and Wales who support our vision of a world leading property market as part of a thriving economy and a sustainable future.
Job Purpose
To support our customer-focused policy of avoiding application cancellations, review applications that have reached their cancellation date. Contact the lodging conveyancer by telephone to confirm they have received our original correspondence, request that the missing information or evidence be submitted in writing, and/or agree an extension of time to provide the information. Send written confirmation, record the agreed actions, and ensure the application is correctly deferred.
And, to support the efficient processing of customer applications by triaging incoming cases within 5-day Service Level Agreement (SLA), assessing documentation against established protocols, and ensuring applications are correctly routed for further action.
Key Responsibilities

• Telephoning customers as their application nears the cancellation date to check on the progress of their response.

1. Review applications that are approaching their cancellation date in line with a Standard Operating Procedure.
2. Check the application form that any previous correspondence was issued to the correct address.
3. Assess previous actions taken to decide on most appropriate action and method of communication to the lodging conveyancer.
4. Telephone lodging conveyancers to confirm if they have received previous correspondence and confirm extension of time to remedy any issues.
5. Maintain accurate records of actions taken and correspondence sent.?

• Review and triage new customer applications in line with the Standard Operating Procedures (SOP):

1. Obtain appropriate new application from our Work Management System
2. Assess submitted documents for completeness and compliance with legal and procedural requirements.
3. Identify omissions or discrepancies and draft clear, professional correspondence to solicitors.
4. Identify the nature and type of each application and record this information accurately in the case management system.
5. Accurately allocate triaged applications to the appropriate work list or team for further processing.

• Liaise with other internal teams, when required, to ensure smooth handover and continuity of applications.
• Keep accurate records of actions taken and correspondence sent.
• Contribute to continuous improvement by identifying recurring issues or gaps in documentation.

Essential Experience

• Ability to communicate effectively on the telephone, encompassing active listening, clear articulation and professional tone

• Strong attention to detail and ability to follow structured procedures.
• Excellent written communication skills, particularly in drafting formal correspondence.
• Ability to manage a high-volume workload and prioritise effectively.

Essential skills:

• Telephone and call handling skills
• Customer Service skills
• MS Office skills - WORD, EXCEL & MS Teams in particular
• Organisational skills
• Ability to make notes in plain English
• Ability to complete data entry

Training:
Training is expected to be covered over a 2-week period. No annual must be taken during this two-week training period.
Compliance:
You must hold valid a right to work document to work in the UK. You can apply for the role with your CV. This role requires us to obtain 3 years of employment references and a basic DBS that will be processed for you, if successful.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.