Job Title: Registration Service Manager
Starting Salary: £49,817 opportunity to progress to £55,224 per annum
Hours: 37
Location: Hatfield
Contract Type: Permanent
Directorate: Resources

About the team

Hertfordshire Registration & Citizenship Service is responsible for the registration of births, deaths, marriages and civil partnerships and the delivery of statutory and non-statutory ceremonies in Hertfordshire, in accordance with legislation.

This is an exciting opportunity to join our Registration & Citizenship Service management team and manage the delivery of high-quality services to the public at significant times in their lives.

You will be managing two busy teams comprising registrars and support officers based in Hatfield and St Albans as well as contributing to the wider management of the county-wide service.

You will work alongside 4 other registration managers and report to the Head of Registration and Citizenship.

About the role

To be part of the wider Registration & Citizenship Service management team and be responsible for managing Register Offices in the County with direct line management of Senior Registrars, Registrars and Support Officers.

To act as expert registration practitioner in registration of births, deaths, marriages, civil partnerships and citizenship legislation.To lead and advise staff on complex legal registration matters. To be responsible for the accuracy and quality of all statutory registration functions carried out within the relevant service area.

To be responsible for all practice, policies and procedures within the Register Offices to ensure they meet the requirements of legislation and County Council policy. To assist in setting the service standards and to monitor performance in order to ensure robust quality management, including the preparation, analysis and submission of statistical data for the services to senior management and GRO.

To manage, motivate, develop and support all staff in the team in order to ensure they can deliver an effective and efficient service, including using the local supervision policy and the Performance Monitoring & Development Scheme.

To be responsible for the financial monitoring of the service including the income generated (£3,000,000+ per annum), staff budgets and other expenditure. To be responsible for the relevant secure stock (birth, death, marriage and civil partnership certificates) management. To manage commercial service delivery, ensuring that income generation is maximised, and expenditure controlled.

To carry out specific projects at the request of the Head of Registration & CitizenshipServices such as:

• To lead on cross county service delivery (e.g., citizenship ceremonial duties, change of name deed service, approved marriage venue licensing).
• To lead on cross county service assurance (e.g., financial management, health & safety, business continuity planning).
• To lead on the implementation of legislative change including training regimes, implementation planning and delivery.
• To lead on the introduction of new services.
• To lead on the marketing, promotion and advertising of services.

To develop and maintain effective customer engagement, including comprehensive understanding of the ceremonial market, the bereavement journey and birth registration in support of the public accessing services. To manage comprehensive feedback processes and to act upon suggestions.

To develop and maintain links with both internal departments including HR, Property and the Customer Service Centre and external partners such as advertisers, hotels, sponsors, private sector partners, district councils, GPs, hospitals, funeral directors and the press to ensure the effective operation of the Registration & Citizenship Service.

To cover for the other Registration Service Managers in their absence.

About you

Essential:

• Excellent knowledge and extensive experience of applying relevant legislation for registration of births, deaths, marriages & civil partnerships, and citizenship ceremonies. Preferred successful completion of the National Assured Programme for Registration Officers (NAP).
• Ability to demonstrate effective team management to ensure that teams are performance managed, motivated, supported and developed. Including excellent understanding of and commitment to the diversity and inclusion agenda.
• Highly motivated individual who is committed to improving processes and providing excellent service delivery, ensuring a high level of attention to detail / accuracy in all work undertaken
• Experience of working in a customer focused role; ensuring that services meet the needs of users.
• Excellent interpersonal skills and be able to communicate confidently and effectively to achieve results. This includes both orally and in writing in an appropriate manner for any target audience.
• Excellent financial management skills and commercial understanding.
• Ability to manage your time to meet demands and deadlines.
• Ability to operate all common work software (including Microsoft Word, Excel, Outlook and Teams). Ability to learn bespoke software (including booking systems, national registration system, payment systems).

Desirable:

• Previous leadership experience
• Experience of managing projects including effective change management.

This is an exiting time to be working in the registration service, as we move towards significant legislative change to become a modern digital service. You will be at the heart of influencing change to improve services for our customers and to ensure we are providing the best standards and value for money that we can

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 12. Please locate the job profile here:

Job profiles - Regulatory servicesInterview Date: 10th & 11th December 2026

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

We are changing
Hertfordshire County Council is undergoing Local Government Reorganisation (LGR), creating a unique opportunity to help shape the future of local services. To find out more, visithttps://www.hertfordshire-lgr.co.uk/

DisabilityConfident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding
This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.