Hearing Support Officer - Nursing and Midwifery Council : Job Details

About the roleThe 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.About You

• 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

This is a fixed-term contract ending on 2nd June 2026. Please note that this role is based in Edinburgh. As we operate a hybrid working model, you will be expected to commute to the Edinburgh office two days per week.

• 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/Flexible working policies
• 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 

Our core role is to regulate. First, we promote high education and professional standards for nurses and midwives across the UK, and nursing associates in England. Second, we maintain the register of professionals eligible to practise. Third, we investigate concerns about nurses, midwives and nursing associates - something that affects a tiny minority of professionals each year. We believe in giving professionals the chance to address concerns, but we’ll always take action when needed. 

To regulate well, we support our professions and the public. We create resources and guidance that are useful throughout people’s careers, helping them to deliver our standards in practice and address new challenges. We also support people involved in our investigations, and we’re increasing our visibility so people feel engaged and empowered to shape our work.

Regulating and supporting our professions allows us to influence health and social care. We share intelligence from our regulatory activities and work with our partners to support workforce planning and sector-wide decision making. We use our voice to speak up for a healthy and inclusive working environment for our professions.

Check out our NMC LinkedIn page here for an insight into the NMC, our vacancies and the world of healthcare regulation.  

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.Up to Band 5:Due to the nature of your role and the work undertaken by the NMC, on very rare occasions you may be required by the NMC or the Courts to assist in litigation proceedings or inquests. This may involve collating information, providing a witness statement, or giving oral evidence on behalf of the NMC.

Heads of: 

Due to the nature of your role and the work undertaken by the NMC, you may be required by the NMC or the Courts to assist in litigation proceedings, inquests, or inquiries. This may involve collating information, providing a witness statement, and giving oral evidence on behalf of the NMC. Such evidence may be in relation to specific cases, policy decisions or operational, strategic issues taken by the NMC.Hybrid Working PolicyWe are currently working to a policy of office attendance for two days per week with the rest of the time working from home. Before making your application please ensure your 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 number of day you would be working.

Our Pay PolicyIt 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 adjustmentsWe 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 vettingAll 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.