Team Lead - Cork NDLS

This role would require the successful candidate to be responsible for the Supervision of staff working within Cork City NDLS. The network of NDLS Centres is responsible for processing driver licence applications in 34 NDLS Centres across Ireland on behalf of our Client the Road Safety Authority.

Reporting to the Regional Supervisor the successful candidate will be responsible for the following activities:

• Use recording system Softworks correctly clock in at the start of your shift clock in and out for your rostered break and clock out at the end of the day.
• Supervision of NDLSFO staff in the Cork City NDLS centreas defined by the Contract of Employment
• Co-ordination of rosters ensuring the best utilisation of staff to support operations and meet SLAs & KPIs
• To ensure all Annual Leave Requests are reviewed and approved / rejected in a timely manner as defined by the Regional Supervisor
• Responsible for the NDLSFO verification team ensuring they are completing their application processing customer registration verification authentication and payment processing activities in accordance with quality procedures productivity and service level requirements
• Ensure no customer is rejected from the Front Office unless void of payment or proof of ID
• Ensure the utmost due diligence is applied to all documents and image / signature captures uploaded  to the NDLS Front Office Solution
• Ensure that the Vysor Dual Screen Application is used in all application types
• Photocopying requirements do not photocopy unnecessary documents and ensure that all excess documents are securely placed in the shredder.
• Only print receipts for customer where no email exists on their file. All customers with an email on file will receive their receipt via email.
• Ensure that the RSA NDLSFO Customer Verification Manual is understood and adhered to
• Ensure all training videos are used as a reference tool. The Regional Supervisor will share these with you.
• Ensure that all mandatory courses are completed in a timely manner as defined by your Supervisor
• Play an active role in onboarding & training new staff
• Provide on-site and virtual training as required
• Maximising staff potential by recognising staff performance and development
• Liaising with Management re improvements or potential efficiencies that can be gained within the centres
• Stock control/inventory management - responsible for ensuring adequate supplies of stock and equipment are ordered available and distributed to centres to avoid any disruption to operations
• Responsible for ensuring the highest possible standards are adhered to with regard to Data Protection and Record Management
• Driving excellence and ensuring the highest level of service is delivered to our customers
• Assist with Investigating complaints adhering to contractual deadlines as defined by the Regional Supervisor
• Competent to complete all SGS duties and responsibilities in accordance with relevant procedures and performance agreement
• Lead by example and demonstrate SGS values instilling a sense of serene within the team as a whole
• Maintain and ensure good employee relations
• Present a professional image of the company through personal grooming and presentation.
• Ensure the clear desk policy is adhered to. This includes checking your workstation at the start and end of every day checking underneath your keyboard and your workstation remain clear of excess documents throughout the day.
• Ensure full compliance with the Companys Code of Integrity & Professional Conduct and always adopt behaviour in accordance with SGS Equality & Diversity policy
• Support the Regional Supervisor and Operations Manager in ensuring that the Verification Officers are fully engaged with the vision and strategy of the business.
• Work with the Operations Manager and other Supervisors to implement productivity targets where applicable and ensure that teams receive regular feedback and have a clear understanding of daily/weekly objectives
• Leading and motivating the front office team to deliver against agreed objectives KPIs and SLAs and drive customer satisfaction and continuous service improvement initiatives.
• Ensure any serious discrepancies security breaches or any breaches to data is reported immediately to the Regional Supervisor Operations Manager and Head of Security.
• Comply with Uniform Policy
• Flexibility to travel  to cover in NDLS Centres other than your base location
• Commitment to working Saturdays as part of a fair roster rotation of same

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

Qualifications :

• Experience in both Supervisory and Client Facing Roles an advantage
• Ability to work under pressure meeting challenging deadlines in an efficient and competent manner
• Team management and process improvement capabilities and expertise
• PC Proficiency and knowledge of MS Office applications
• Successful candidate should be pro-active have excellent organisational skills and attention to detail
• Strong customer service focus and experience
• Fluency in both written and oral English excellent documentation skills required

Additional Information :

•          Attention to detail and accuracy is an essential part of the role
•          Flexibility is very important
•          Computer Literate; knowledge of MS Office
•          Possess excellent interpersonal and communication skills
•          Have experience in dealing with members of the public
•          Be friendly efficient and customer focused.
•          Ability to work under own initiative or as part of a team
•          Fluent English speaker (Fluent Irish speaker an advantage)
•          Use of a car and a full clean driving license is an advantage.
•          Full training will be provided.

Remote Work :

No

Employment Type :

Full-time