Education Systems Support Officer in London

London Full-Time On-site

Apply Now

About the Team

The Education Solutions Team is a newly established function within the Education Directorate, focused on improving the systems, processes and digital tools that support education quality assurance across the UK.

Working across education, technology, data and operational teams, the function is helping to modernise the way education regulation is delivered. The team supports colleagues, Approved Education Institutions (AEIs) and external stakeholders by ensuring education systems are effective, accessible and fit for purpose.

As the team continues to develop, there is a strong focus on service improvement, data quality, user experience and digital innovation. This is an exciting opportunity to join a growing team and contribute to the future development of education systems and support services.

Your Role and Impact

As an Education Systems and Support Officer, you will play a key role in supporting the systems and processes that underpin Education Quality Assurance.

Acting as a primary point of contact for system users, you will provide high-quality support to both internal colleagues and external stakeholders, helping them to navigate systems, resolve issues and maximise the value of the tools available to them.

You will work across multiple systems and platforms, supporting day-to-day operations while also contributing to wider improvement initiatives. By identifying recurring issues, analysing trends and working closely with colleagues across Education, Data and Technology teams, you will help drive enhancements that improve efficiency, user experience and service delivery.

In this role you will:

Provide first-line support for Education Quality Assurance systems and applications.
Manage, investigate and resolve user queries, issues and service requests.
Support stakeholders in using digital systems and tools effectively.
Monitor support activity and maintain accurate records of issues, resolutions and trends.
Analyse recurring system issues and identify opportunities for service improvement.
Support testing, implementation and continuous development of systems and processes.
Produce reports, management information and insights to support operational decision-making.
Contribute to data quality, data maintenance and system integrity activities.
Develop guidance materials, user documentation and training resources.
Work collaboratively with colleagues across Education, Technology and Data teams to enhance systems and services.
Support projects and change initiatives designed to improve education systems and operational effectiveness.
Champion a positive user experience and a customer-focused approach to service delivery.

This role offers the opportunity to combine customer support, systems administration, problem solving and continuous improvement within a developing and highly visible function.

What You Will Bring

We're looking for someone who is solutions-focused, curious and passionate about providing excellent support services.

You will bring:

Experience providing systems, administrative, operational or customer support within a complex environment.
Strong problem-solving skills and the ability to investigate issues and identify practical solutions.
Experience working with digital systems, databases or business applications.
Excellent communication skills with the ability to explain technical or process-related information clearly to different audiences.
Strong organisational skills and the ability to manage competing priorities effectively.
Experience maintaining accurate records, data and management information.
Good analytical skills with the ability to identify patterns, trends and opportunities for improvement.
Strong stakeholder management skills and the ability to build effective working relationships.
Experience contributing to process improvement, service enhancement or change initiatives.
Confidence using Microsoft 365 applications, including Excel, Teams, Outlook and SharePoint.
A proactive approach to learning new systems and technologies.
A commitment to delivering high-quality service and positive user experiences.

Experience working within education, regulation, quality assurance or a technology-enabled service environment would be advantageous, but we welcome applications from candidates with transferable skills and experience from a wide range of sectors.

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.