Apprentice IT Service Management Support Officer

Job description

About the job

Job summary

Are you looking to start a career in IT and gain valuable experience while working towards a recognised qualification? As an Apprentice IT Service Management Support Officer at HM Land Registry, you'll play an important role in supporting the delivery of IT services that help thousands of colleagues across the organisation.

This is an exciting opportunity to develop your skills in IT Service Management within a supportive and inclusive environment. You'll work alongside experienced professionals, gaining hands-on experience in service coordination, stakeholder engagement, reporting and process improvement while building the knowledge and skills needed for a successful career in technology and service management.

Job description

At HM Land Registry, our technology services are vital to the delivery of high-quality services for our customers and colleagues. We're looking for a motivated and enthusiastic Apprentice IT Service Management Support Officer to join our team and help support the effective delivery of IT Service Management (ITSM) activities.

In this role, you'll work with a wide range of stakeholders across Transformation and Technology, helping to coordinate activities, maintain important service information and support service improvement initiatives. You'll develop an understanding of IT Service Management processes and gain experience working with service delivery teams, business stakeholders and technical colleagues.

This apprenticeship offers a fantastic opportunity to learn while you work, develop valuable professional skills and contribute to services that support one of the largest government organisations in the UK. Whether you're beginning your career or looking for a new direction, you'll be supported every step of the way through training, mentoring and practical experience.

Main Duties

• Support IT Service Management colleagues and service stakeholders by coordinating meetings, workshops and stakeholder engagement activities.
• Maintain service documentation, records, action logs and governance information, ensuring information remains accurate, organised and up to date.
• Gather, update and maintain data used for service reporting, dashboards, stakeholder communications and governance reporting.
• Assist in producing accurate service information and reports within agreed timescales.
• Support service review activities, improvement initiatives and project work by tracking actions and maintaining relevant information.
• Help ensure service activities are delivered in line with agreed processes and governance requirements.
• Work collaboratively with Business Partners, Service Portfolio teams and wider IT colleagues to support the successful delivery of services.
• Build effective working relationships with stakeholders and colleagues across the organisation.
• Support a customer-focused approach to service management, ensuring customer needs are considered in all activities.
• Contribute to the continuous improvement of IT Service Management processes and ways of working.
• Assist with stakeholder communications and help ensure key information is shared effectively and on time.
• Develop knowledge of IT Service Management principles, tools and best practices throughout your apprenticeship.
• Demonstrate professionalism, integrity and a commitment to delivering excellent customer service in all interactions.

This role offers an excellent opportunity to gain practical experience, develop sought-after technology and service management skills, and build a successful career within HM Land Registry.

Person specification

To be successful in this role, you will need to demonstrate the following throughout the recruitment process.

Essential Technical Skills and Qualifications:

• Ability to attain Service Management qualifications - such as ITL4 Foundation.
• 5 GCSE's at grade C or grade 4 or above including Maths, English or equivalent.
• You will be a competent user of computer software packages including knowledge of MS Office and email.

Essential Experience:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Displays patience, provides tactful advice, especially under pressure and where there are competing demands.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.
• Able to work flexibly, contribute positively to the team environment, work effectively with limited supervision

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Developing Self and Others
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £26,811, HM Land Registry contributes £7,767 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.

The HMLR Way - Our Shared Commitment

What you can expect from HMLR:

• Inclusive & Empowering: A positive, healthy environment where everyone feels valued and empowered to contribute
• High Performance: Access to tools, resources, and development opportunities within a supportive culture
• Value & Recognition: We value team and individual improvement, learning from setbacks as much as celebrating success
• Clarity & Transparency: Clear communication of our vision and priorities, so our direction and decisions are evident

You can find more information on our rewards package on our website.

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, Strengths and Experience.

Upon applying you will be required to complete a Verbal, Numerical, and Judgement tests before you can proceed with the rest of your application.

Then to apply for this vacancy, you will need to complete a Personal Statement section (in no more than 1000 words) and this should be used to outline the criteria listed below:

• What interests you about working in IT customer service and why you would like to pursue a career in this field. Please consider: How this role aligns with your interests, strengths and career aspirations.
• Please describe a time when you have been proactive in developing yourself/skills. Please consider: Why you choose that development? What you did to develop? How you have benefited from the learning?

• Please can you describe a situation when you have worked in a team to achieve a common goal. Please consider: What qualities you brought to the team to help achieve the goal? What challenges you faced and how you dealt with them and what was the outcome of this?

• Please tell me about a time when you had to complete a large volume of work within a tight timescale. Please consider: How you motivated yourself? How you overcame any setbacks? How you prioritised the work?

If successful at the shortlisting stage, you will be invited to attend a face to face blended interview at our Plymouth Office, which we anticipate will be held on week commencing 28 September 2026. You will be asked to deliver a short presentation as part of the interview. Full details will be provided to those successful at sift to support your preparation.

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 11:55pm on the advertised date.

The interview will assess the experience and behaviours listed in the attached job description, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the strength questions, and so we don't advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.

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

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.

If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

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.

HMLR expect everyone to spend at least 60% of their working time in the office.

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 theCivil 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 prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Fin Morse
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email [email protected] in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/