Contact Centre Advisor

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
·Have a current practising certificate (for either England and Wales or Scotland) as a solicitor or barrister

·Have evidence of providing legal advice in a high-pressured environment

·Have excellent written, oral and presentations skills.

·Have relevant casework experience

·A focused approach to delivering results by working to tight deadlines

·Be self-motivated – we need someone with initiative who takes pride in the quality of their work and always strives to improve.

·Have experience of collaborative working with other teams.

·Experience of working in a politically sensitive environment and dealing with high profile sensitive issues.

·Provide leadership, management and direction to the RIT Lawyers. To keep performance improvement under review to ensure that performance targets and KPIs are met.

·Help maintain the integrity of the register

·Work collaboratively with other departments within the NMC by building professional relationships with colleague across the organisation

·Provide support to other teams as and when required

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)

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.