Employer Link Officer

The Nursing and Midwifery Council; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

Nursing and Midwifery Co. is seeking an Employer Link Officer to support the Employer Link Service (ELS) in London. The role combines customer support, systems administration, problem solving and continuous improvement within a supportive team.

The approximately 12-month fixed-term contract will suit someone who delivers high-quality service, handles complex datasets, and collaborates across the organisation to improve processes and governance.

Qualifications

• Experience of delivering high quality administration and customer service.
• Excellent oral and written communication skills, with the ability to provide confident professional support to a range of internal and external stakeholders.
• Experience of analysing complex datasets to produce accurate and timely reports
• The ability to prioritise competing demands and maintain accuracy and service quality when workloads are high.
• Experience of following, reviewing and developing standard operating procedures in line with good governance processes.
• The ability to show sensitivity and tact when identifying and working with customer needs and confidential information.
• A commitment to delivering high-quality service and positive user experiences.

Responsibilities

• Manage employer enquiries and correspondence, providing accurate and high quality information.
• Develop constructive relationships with internal and external colleagues offering the highest levels of customer service.
• Support the contact centre with the management of calls requiring advice from the ELS Advice Line.
• Support and contribute to a range of projects and initiatives linked to the team’s priorities and objectives
• Manage the ELS mailbox and correspondence, including preparing complex correspondence and monitoring response
• Provide information, where appropriate to internal and external stakeholders about the role and remit of ELS.
• Produce reports from large complex datasets to produce regular reports to support the team’s targeted activity
• Monitor activity and maintain accurate records of issues, resolutions and trends.
• Contribute to data quality, data maintenance and system integrity activities
• Develop guidance materials, user documentation and training resources
• Work collaboratively with colleagues across other parts of the organisation.

Skills

Administration experience

Customer service excellence

Oral and written communication

Data analysis

SOP governance

Privacy handling

Prioritisation

Job description

The Employer Link Officer Role plays a key role in supporting the systems and processes that underpin the efficient and effective delivery of the Employer Link Service (ELS).

Often acting as a primary point of contact for employers, you will provide high-quality support and information to both internal colleagues and external stakeholders. You will work across multiple systems and platforms, supporting day-to-day operations of the ELS while also contributing to wider improvements initiatives.

In this role you will:

• Manage employer enquiries and correspondence, providing accurate and high quality information.
• Develop constructive relationships with internal and external colleagues offering the highest levels of customer service.
• Support the contact centre with the management of calls requiring advice from the ELS Advice Line.
• Support and contribute to a range of projects and initiatives linked to the team’s priorities and objectives
• Manage the ELS mailbox and correspondence, including preparing complex correspondence and monitoring response
• Provide information, where appropriate to internal and external stakeholders about the role and remit of ELS.
• Produce reports from large complex datasets to produce regular reports to support the team’s targeted activity
• Monitor activity and maintain accurate records of issues, resolutions and trends.
• Contribute to data quality, data maintenance and system integrity activities
• Develop guidance materials, user documentation and training resources
• Work collaboratively with colleagues across other parts of the organisation.

This role offers the opportunity to work combining customer support, systems administration, problem solving and continuous improvement in a supportive, friendly team

About You

We are looking for a passionate individual with an eye for detail who is committed to providing excellent customer service. You will bring:

• Experience of delivering high quality administration and customer service.
• Excellent oral and written communication skills, with the ability to provide confident professional support to a range of internal and external stakeholders.
• Experience of analysing complex datasets to produce accurate and timely reports
• The ability to prioritise competing demands and maintain accuracy and service quality when workloads are high.
• Experience of following, reviewing and developing standard operating procedures in line with good governance processes.
• The ability to show sensitivity and tact when identifying and working with customer needs and confidential information.
• A commitment to delivering high-quality service and positive user experiences.

**Please note: This is an approximately 12-month fixed-term contract (FTC)**