About the Role This is an office based role, responsible for the successful operational delivery of our Registration and Nationality services Daily operational leadership for the Registration & Nationality team at the Guildhall in Kingston upon Thames Monitor service demand and react positively to meet the needs of our service users Provide and maintain high quality services in accordance with statutory and non statutory provision Manage office diaries/systems deputising for Registration Officers and providing operational support at need About Us The Registration & Nationality Service has responsibility for the registration of births, deaths, marriages and civil partnerships, citizenship ceremonies, services offered in conjunction with the Home Office and non-statutory celebratory services. Kingston has consistently scored highly in the General Register Office’s annual performance report and audit. Across the service, resilience has been improved by multi-skilling the team with a focus on professional development and enablement. Registration and Nationality services continue to modernise and develop, growing the business year on year with further commercial development at the forefront for 2024. About You You will be a proactive and engaging Operations Lead having proven experience in leading a team, diary management and successful operational delivery in a customer service environment. You will have the ability to develop and deliver training plans, challenge current processes and implement new ways of working with a digital first approach. You will have excellent interpersonal and communication skills, be approachable and have the ability to build and maintain a collaborative work environment. Registration experience is desirable but for the right candidate, full training will be provided to enable service delivery support. Our Offer To You As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across however big or small; will be fully encouraged and supported by your colleagues and our dynamic and experienced management team. In addition we offer a modern and flexible working environment for our staff supported by our IT infrastructure, Google Chromebooks and Google Apps, which have acted as a key enabler for collaborative and streamlined working. We operate hybrid working, a flexible working model which allows staff to work from a variety of locations and staff are not required to work within the office 5 days a week. It enables staff to achieve a work life balance whilst still meeting the needs of the organisation. Employees have access to a wide range of benefits, some of which include: Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply) Three volunteering days per year in Kingston Flexible and agile working arrangements Comprehensive learning and development programme Discounts on a range of local shops, restaurants, gyms and leisure centres Interest free season ticket loans Local Government Pension Scheme Bicycle loan facilities and cycle to work scheme Zip car scheme Free eye tests and contribution towards glasses Confidential wellbeing and counselling support Subsidised gym membership