NDLS Front Office Subject Matter Expert

The successful candidate will be responsible for the following activities:

• Processing driver licence applications when required this includes customer verification and payment processing activities
• Monitoring /answering of telephone calls to ensure they are dealt with within the service level agreement parameters.
• Operationally escalating any reported issues in an NDLS
• Liaison with 2nd line support for issue resolution
• Handling of complaints in accordance with company procedures
• Conducting service quality monitoring to ensure performance levels are achieved.
• Preparation of quality and productivity statistics as required
• Compilation and preparation of daily weekly and monthly reports.
• Collaboration with clients or third parties to identify and implement service improvements at an operational level
• Create and update training documentation in line with operational procedures.
• Provide training as and when required.
• Support Supervisor with Payroll & Scheduling activities
• Stock Control maintenance for network of NDLS Centres
• Co-ordination & Liaison with Regional Supervisors
• Managing administration communicating and coordinating with internal departments
• The maintenance of call centre operational policies and procedures
• Handle confidential information securely and in line with Records Management and Data Protection Policies.
• Provide support and assistance to other teams.
• At all times adopt a safe behaviour by exercising due regard for the health and safety of yourself colleagues and clients in line with the Companys policies and procedures
• Ensure full compliance with the Companys Code of Integrity & Professional Conduct and at all times adopt behaviour in accordance with SGSs Equality & Diversity policy

  This is not a definitive list and other duties maybe added on an Ad hoc basis

Qualifications :

The ideal candidate should possess the following attributes/skillsets;

• Strong Customer Service experience (2 years at a minimum)
• Attention to detail and accuracy is an essential part of the role
• Excellent communication skills and contribute positively to the team.
• Strong Customer service experience 
• Flexibility & reliability is key to this role
• Strong time management skills
• PC Proficiency and knowledge of MS Office applications
• Organised efficient quality focused and customer focused
• Initiative and excellent problem-solving ability in a fast-paced environment
• Candidate should be pro-active and possess excellent organisation skills
• Takes initiative and works well on their own and as part of a team
• Fluent English Speaker (Fluent Irish speaker an advantage)

Additional Information :

SGS Incentives:

• Comprehensive training programme
• SGS Onboarding Platform SGS Campus
• SGS Employee Referral Incentive Scheme across all SGS Business Lines
• Progression Opportunities
• Annual Tax Saver Tickets for Rail Bus and Luas
• Bike to Work Scheme
• Employee Assistance Program 
• Pension once probation passed
• 22 Days Annual Leave pro-rata

Use of a Car & a Full Clean Driving Licence is essential

Remote Work :

No

Employment Type :

Contract