To apply, you will be asked to complete a short application form in the first instance and take the following test:
Civil Service Management Judgement Test. Practice test link here
Civil Service Management Judgement practice test
Should you be successful in the test, you will be asked to complete the full application form. Please complete your CV to include your work history, experience and qualifications.
We will be scoring your CV against the essential experience criteria:
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Significant leadership experience in a corporate customer service, complaints, customer relations or other service delivery environment, with a strong understanding of commercial drivers, customer outcomes and organisational reputation.
Please answer the following role-specific questions on the essential experience skill in no more than 250 words:
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Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality and efficiency.
Finally, you will be asked to complete the Personal Statement section in up to 750 words how you meet the essential experience criteria listed below in the attached Job Description:
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Ability to apply commercial thinking to test, challenge and improve existing processes, procedures and ways of working, ensuring resources are used effectively and improvements deliver measurable benefit.
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Strong analytical capability, with experience of gathering and interpreting data, identifying trends, defining what good looks like, and leading improvement activity based on evidence, insight and performance risk.
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Proven ability to create a culture of continuous improvement, ownership and performance excellence, ensuring individuals and teams are equipped to meet changing business and customer needs.
If we receive a high number of applications, we reserve the right to complete an initial sift on the lead essential experience criteria, as below:
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Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality and efficiency.
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 the shortlisting stage, you will be invited to attend a virtual blended interview which will include a pre-prepared presentation w/c Monday 10 August 2026.
The blended interview will test the experience and behaviours listed in the attached job description, as well as any associated strengths associated with the role.
Candidates may refer to notes within their video interview, but they should be used as a prompt only.
You should ensure you read the attached Job Description fully before submitting an application.
Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable. This will not be tested in the application or interview process.
HMLR is accredited to the Disability Confident Scheme (DCS), which denotes organisations which have a positive attitude towards disabled people.
If you require the panel to consider a reasonable adjustment or there is anything else, they would like the panel to take into consideration please notify us of this at application stage where possible or during the process as soon as it becomes a requirement.
If you would like further information about the use of your personal data, please click on the link below:
Job Applicant Personal Information
Feedback will only be provided if you attend an interview or assessment.
