NDLS Front Office Subject Matter Expert
NDLS Front Office Subject Matter Expert
Posted on :
31-05-2025
Employer Active
1 Vacancy
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Job Description
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
Employment Type
Contract
Key Skills
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