Hearing Support Office

The Nursing and Midwifery Council; City of Edinburgh; On-site; GBP 22,000 - 28,000; Full time

Job summary

The Nursing and Midwifery Council in Edinburgh is seeking Hearing Support Officers to manage hearing administration with a high degree of autonomy. You will support both physical and virtual hearings, ensuring smooth proceedings and a professional first point of contact for attendees.

In this role you will handle customer service, diary and attendance logs, maintain confidentiality, and work under pressure to prioritise competing demands while complying with SOPs.

Qualifications

• 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

Responsibilities

• Facilitate hearings with autonomy and support administration of virtual hearings.
• Welcome and direct visitors for physical hearings and provide exceptional customer service.
• Deliver consistent support to internal hearing parties to ensure hearings proceed smoothly.

Skills

Customer service

Workload management

Verbal communication

Written communication

Attention to detail

Administration experience

IT skills

Confidentiality

Initiative

SOP adherence

Job description

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