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NDLS Front Office Subject Matter Expert, Galway
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Client:
SGS
Location:
Galway, Ireland
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
c121654c2914
Job Views:
3
Posted:
03.06.2025
Expiry Date:
18.07.2025
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Job Description:
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 Schemeacross 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
* 22Days Annual Leave pro-rata
Use of a Car & a Full Clean Driving Licence is essential
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