SGS is the world's leading inspection, verification, testing and certification company. We are recognised as the global benchmark for quality and integrity. With more than 96,000 employees, we operate a network of more than 2,700 offices and laboratories around the world.
We have an exciting role within our
NTA Contract:
The successful candidate will be responsible for supporting the taxi licensing team in a responsible and professional manner. The individual must be reliable, have strong communication skills and contribute positively to the team.
Job Description
* Supporting the current SME Team and NTA Customer Service Advisors
* Monitoring telephone calls and admin processes to ensure they are dealt with within the service level agreement parameters and in line with standard operating procedures
* Complex Case investigation and issue resolution
* Development, Implementation and review of scripts and standard operating procedures
* Ticket/case management, monitoring and close out within defined service levels
* Handling of client complaints in accordance with company procedures.
* Conducting service quality monitoring to ensure performance levels are achieved
* Compilation and preparation of daily, weekly and monthly reports
* Adhering to strict deadlines
* Liaison with the NTA in terms of performance and service improvements whilst working closely with the Licensing Coordinator
* Create and update training documentation in line with operational procedures
* Provide training as and when required
* 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
This is not a definitive list and other duties maybe added on an Ad hoc basis
This is a full time position based on site in our Galway office - closing date for applications 12 September 2025
Qualifications
The ideal candidate would possess the following attributes/ skillsets;
* 1 -2 years customer service experience
* Strong Computer Skills & general PC Proficiency
* Leaving Cert minimum education requirements
* Possess excellent interpersonal, leadership and communication skills
* Be organised, efficient, flexible and quality focused
* Haven a proven track record in terms of reliability and attendance
* Have the confidence to take responsibility for achievement of objectives
* Strong time management skills and excellent attention to detail.
* Encourage positive work environment focused on the achievement of goals
* Strong Learning Capabilities
* Irish Speaker an advantage
* Fluency in both written and spoken English – excellent documentation skills required
Additional Information
An overview of some of the benefits available:
* Comprehensive training program
* Progression Opportunities
* Annual Tax Saver Tickets for Rail, Bus and Luas
* Bike to Work Scheme
* Employee Assistance Program
* Digital Wellness Platform