At a Glance
- Tasks: Deliver top-notch customer service and assist global registrants with their queries.
- Company: Join the NMC, a leading organisation dedicated to professional standards.
- Benefits: Enjoy 30 days annual leave, hybrid working, and enhanced pension contributions.
- Other info: Flexible role with opportunities for career growth and development.
- Why this job: Make a real difference while developing your skills in a supportive environment.
- Qualifications: Motivated individuals with a commitment to equality and diversity.
The predicted salary is between 24000 - 28000 £ per year.
About the team and what we do
The contact centre is the face of the NMC and the first port of call for all of our customers. We deliver excellent customer service on all interactions, solving registration problems, triaging complaints and always ensuring a professional image.
There are two contract options available:
- A fixed-term, full-time contract ending in December 2026.
- A permanent, part-time position of 28.8 hours per week (or 4 days per week).
Please confirm in your application which option(s) you would be happy to be considered for.
Your role and impact
As Contact Centre Advisor you will:
- Provide excellent customer service on all interactions.
- Answer all communications in line with NMC tone of voice.
- Assist registrants from across the globe with any query type.
- Ensure the highest standards of quality and adhere to the standards set out for quality monitoring and delivery.
- Work within the set objectives and targets outlined within their key performance indicators and set service level agreements.
- Update the relevant system and documents.
- Work well within a team engaging in meetings and sharing ideas.
- Communicate clearly with their Team Manager regarding their own performance and is responsible for highlighting their own areas of performance development where possible.
Personal Qualities
- Highly motivated, flexible and open to change.
- A willingness to take on new challenges.
- Reliable, honest and trustworthy.
- A personal commitment to equality and diversity.
- Reliable and calm under pressure.
- Takes responsibility for own development.
- Professional attitude.
Please note that this role requires you to review and work with sensitive and distressing material relating to fitness to practice cases and you will be given the appropriate support to deal with this material.
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.
Contact Centre Advisor in London employer: The Nursing and Midwifery Council
The NMC is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional development. With benefits such as 30 days of annual leave, enhanced pension contributions, and a hybrid working model, employees can enjoy a balanced work-life experience while contributing to meaningful customer service in a dynamic environment. The NMC fosters a commitment to equality and diversity, ensuring that all team members feel valued and empowered to grow within their roles.
Contact Details:
The Nursing and Midwifery Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor in London
✨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 Contact Centre Advisor in London
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.
