Hearing Support Officer

About the team and what we doThe 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 impactThe 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 bringDemonstrable 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