Job Description

Hearing Support Officer

Application Deadline: 17 September 2026

Department: Adjudication

Employment Type: Permanent - Full Time

Location: Edinburgh

Reporting To: Philip Austin

Compensation: £26,247 - £28,480 / year

Description

About the team and what we do

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

Benefits

• 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 working
• 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

Additional Information

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.