At a Glance
- Tasks: Support hearings by managing logistics and providing exceptional customer service to visitors.
- Company: Join a vital team at the NMC in Edinburgh, ensuring fair hearing processes.
- Benefits: Enjoy 30 days leave, enhanced pension, hybrid working, and more perks.
- Other info: Flexible role with opportunities for growth and a supportive work environment.
- Why this job: Make a real difference in the lives of others while developing your skills.
- Qualifications: Customer service experience, strong communication skills, and attention to detail required.
The predicted salary is between 30000 - 40000 £ per year.
About the team and what we do
The Hearings Support Team manages the vital administration of Fitness to Practise hearings. They update registers, handle event logistics, and act as the first point of contact to ensure cases run efficiently and fairly.
Your role and impact
The Hearing Support Officers (HSOs) work with a high level of autonomy to facilitate all hearings related activity in Edinburgh and assist in the administration of our virtual hearings. For our physical hearings, the HSOs are the first point of contact for visitors to the office, greeting and directing hearing attendees, providing exceptional customer service to all NMC visitors and dealing with any ad-hoc queries as they arise. For our virtual hearings, HSOs provide the same exceptional customer service to our internal hearings parties to enable hearings to proceed and conclude.
What you’ll bring
- Demonstrable experience of delivering excellent customer service.
- High quality, sensitive, effective customer care skills.
- Excellent verbal communication skills with the ability to deal confidently and diplomatically with internal and external stakeholders.
- Experience of following established standard operating procedures.
- Good written communication skills with the ability to communicate accurately and concisely.
- Exceptional attention to detail.
- Proven administration experience in a complex office environment.
- Excellent IT skills with experience of utilising spreadsheets and producing attendance logs and attendance statistics.
- Ability to deal with a high workload and pressurised environment, including prioritising conflicting demands to ensure the satisfaction of all stakeholders.
- Understanding of the importance of confidentiality.
- Ability to use initiative and is able to work with minimal supervision.
Benefits
- 30 days annual leave
- Enhanced Pension Contributions via our attractive Pension Scheme – with a basic 8% employer contribution as standard which increases up to 14% with optional added Employee Contributions
- Life Insurance – 4 x current salary
- Hybrid working
- Enhanced Maternity and Paternity Leave
- 24 Hours Employee Assistance Programme
- Cycle to Work Scheme
- Perkbox membership
- Subsidised restaurant in our Portland Place office
- Season ticket loans
Additional Information
The role you are applying for is a flexible role, and whilst you will be posted initially to a team, this may require movement between teams as the flow of work dictates. You will of course understand that this flexible approach enables us to provide the best possible service to our registrants and reach the outcomes to our cases quickly and within a reasonable timeframe. This will not change your terms and conditions and will be discussed with you prior to you taking up the post.
Hybrid Working Policy
We are currently working to a policy of office attendance for two days per week with the rest of the time working from home. Before submitting your application, please ensure you are able to commit to working in one of our office locations twice per week. If you are applying for a part-time role, please pro-rata office attendance based on the number of days you would be working.
Our Pay Policy
It is expected that staff new to the NMC will ordinarily be appointed to the bottom of the relevant pay band. However in exceptional circumstances, it may be possible to offer a salary above the bottom of the relevant pay band but we may request proof of current earnings. Please note that we offer an annual review of salaries and adopt a generous progressive pay approach. Further details of which are available on request.
For our internal colleagues, you will be paid in accordance to our internal pay policy.
Reasonable adjustments
We will provide reasonable adjustments to support disabled candidates throughout the recruitment process. Please let us know if you need any additional support to enable you to make an application with us.
Screening and vetting
All of our roles are subject to pre-employment checks. We are in the process of introducing a vetting policy, and it is possible that this role may become subject to DBS and further vetting checks in future.
Hearing Support Officer (Reception) - Edinburgh employer: The Nursing and Midwifery Council
As a Hearing Support Officer in Edinburgh, you will join a dedicated team that values exceptional customer service and offers a supportive work culture. With benefits such as 30 days of annual leave, enhanced pension contributions, and a hybrid working policy, the NMC prioritises employee well-being and growth opportunities. This role not only allows for autonomy in managing hearings but also fosters a collaborative environment where your contributions directly impact the efficiency and fairness of vital processes.
Contact Details:
The Nursing and Midwifery Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Hearing Support Officer (Reception) - Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Nursing and Midwifery Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Nursing and Midwifery Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Hearing Support Officer (Reception) - Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Nursing and Midwifery Council:Your cover letter is your chance to shine! Tell us why you want to work at The Nursing and Midwifery Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Nursing and Midwifery Council!
How to prepare for a job interview at The Nursing and Midwifery Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
