Contact Centre Advisor

The Nursing and Midwifery Council; London Borough of Newham; Hybrid; GBP 28.000 - 30.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Annual leave 30 days

Pension scheme contribution

Life insurance

Cycle to work

Employee assistance program

Zusammenfassung

The Nursing and Midwifery Council in London is seeking a Contact Centre Advisor on a fixed term full-time basis. You will provide exceptional service to registrants worldwide and handle inquiries with a professional, empathetic approach.

Hybrid working is in place with two office days per week at Westfield Avenue. The role requires strong communication, the ability to work to KPIs and SLAs, and careful handling of sensitive information.

Qualifikationen

• Experience in contact centre or similar environment.
• Ability to handle distressed callers with sensitivity.
• Excellent verbal and written communications.
• Ability to relay complex information clearly.
• Attention to detail and ownership of own work.

Aufgaben

• Provide excellent customer service on all interactions
• Answer 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 adherence to standards
• Work to KPIs and service level agreements
• Update the relevant system and documents
• Collaborate with team and share ideas
• Communicate performance and development areas to the Team Manager

Kenntnisse

Customer service experience

Verbal and written communication

Handle difficult callers

Attention to detail

Teamwork

Jobbeschreibung

Contact Centre Advisor

Application Deadline: 3 November 2026

Department: Registration Centre

Employment Type: Fixed Term - Full Time

Location: London, Westfield Avenue

Reporting To: Richard Hainsworth

Compensation: £28,222 - £30,023 / year

Description

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.

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 adheres to the standards set out for quality monitoring and delivery.
• To 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
• Communicates clearly with their Team Manager regarding their own performance and is responsible for highlighting their own areas of performance development where possible.

What you’ll bring

Experience

• Experience of working in a contact Centre or similar environment
• Sensitivity and tact when identifying and working with customer needs
• The ability to deal with difficult and distressed callers

Knowledge and Skills

• Excellent verbal and written communications skills
• Ability to relay complex information in a way that is easy to understand
• Excellent telephone manner
• Ability to relay complex information in a way that is easy to understand
• Excellent attention to detail
• Ability to take ownership of own work

Contract Type

Fixed Term contract:
1x FTC 31st April 2027

2x FTC 31st August 2027

Location

One Westfield Avenue, Stratford – Hybrid working (minimum of 2 office days With Tuesday as the fixed day)

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.