Head of Customer Enquiries and Complaints
About the NMC
Our vision is safe, effective and kind nursing and midwifery practice that improves everyone’s health and wellbeing. As the independent regulator of 853,707 nursing and midwifery professionals, we have an important role to play in making this a reality.
Our commitment to equality, diversity, and inclusion
The NMC is an exciting organisation with the ambition to be the leading healthcare regulator. To achieve this, we are working in an agile way that offers great opportunities for people with diverse backgrounds. We are committed to being an inclusive employer.
We are committed to equal employment opportunity regardless of race, colour, religion, sex, national origin, sexual orientation, age, marital status, pregnancy, maternity, disability, or gender identity and welcome applications from under-represented groups.
Details of our EDI work and plans are here:
https://www.nmc.org.uk/about-us/equality-diversity-and-inclusion/
About the Team
The Office of the Chair and Chief Executive sits at the heart of the NMC, ensuring effective leadership, governance, and responsiveness to the public, Parliament, and key stakeholders. Within this, the Customer Enquiries and Complaints function plays a vital role in helping us listen to, learn from, and improve the experiences of our customers.
You’ll lead a multi-disciplinary team that handles high-profile enquiries, manages complaints with empathy and professionalism, and responds to statutory requests for information. The team also partners across the organisation to drive improvements in customer service, transparency, and trust.
Your Role and Impact
As the Head of Customer Enquiries and Complaints, you’ll be a senior leader and trusted advisor, working closely with the Chief of Staff and deputising on critical issues affecting the Chair and Chief Executive. Your leadership will ensure the effective running of the Private Office, while overseeing sensitive correspondence, complex enquiries, complaints, and information requests.
You will:
- Provide strategic oversight and operational leadership on enquiries, complaints, and statutory information requests.
- Lead the management of high-profile and politically sensitive complaints, engaging directly with stakeholders to rebuild trust and confidence.
- Foster a culture of learning and continuous improvement, using customer feedback to drive meaningful change.
- Ensure compliance with regulatory standards and obligations, including FOI, GDPR, equality legislation, and Welsh language requirements.
- Represent the NMC externally by sharing best practice and chairing sector-wide forums on complaints handling.
Your impact will be felt across the organisation: improving the way we engage with our customers, strengthening public confidence, and helping us deliver on our strategic commitments.
You’ll be an experienced leader with a strong background in customer service, complaints management, and regulatory or public sector environments. You’ll bring:
- Proven expertise in handling complaints, enquiries, and statutory information requests (with FOI and GDPR knowledge or certification).
- Experience leading multi-functional teams and managing budgets effectively.
- Strong interpersonal and negotiation skills, with the ability to resolve complex, sensitive issues under pressure.
- A track record of driving service improvements, embedding new processes, and delivering operational efficiency.
- A collaborative and inclusive leadership style that motivates teams and builds confidence among stakeholders.
- Personal integrity, professionalism, and a deep commitment to fairness, empathy, and continuous learning.
This is a unique opportunity to shape how the NMC listens, responds, and learns from its customers — ensuring that when things go wrong, they are put right with compassion and integrity.
London £72,135 - £80,150
Edinburgh £67,087 - £74,541
London £72,135 - £80,150
Edinburgh £67,087 - £74,541
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/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
About Us
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
Regulating and supporting our professions allows us to
Check out our NMC LinkedIn page
Check out our NMC LinkedIn page
herefor an insight into the NMC, our vacancies and the world of healthcare regulation.Additional Information
Please note, if we receive a high level of applications, we may choose to close this advert early. We encourage you to complete your application as soon as possible to avoid disappointment.
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.
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.
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.Hybrid Working Policy
Hybrid Working Policy
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.
About The Nursing and Midwifery Council
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Our Hiring Process
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