NDLS Front Office Subject Matter Expert

Company Description

SGS is the world's leading inspection, verification, testing and certification company. We are recognized as the global benchmark for quality and integrity. With more than 99,600 employees, we operate a network of more than 2,600 offices and laboratories around the world.

SGS have an exciting opportunity for a Subject Matter Expert to join the NDLS contract in our Galway office. The successful candidate will be responsible for supporting our network of NDLS Centres.

The Subject Matter expert will monitor and report on NDLS centre support to ensure contractual performance indicators are achieved, primarily for the National Driver Licence Service contract.

Our SGS Galway Offices are seeking enthusiastic team members who are passionate about being a key player in our team. If you wish to feel a sense of belonging among caring and trusted colleagues – apply today

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 Company’s policies and procedures
• Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and at all times adopt behaviour in accordance with SGS’s 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