What are the responsibilities and job description for the NDLS Front Office Subject Matter Expert position at SGS?
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 94,000 employees, we operate a network of more than 2,600 offices and laboratories around the world.
The NDLS Subject Matter Expert will be responsible for supporting our network of NDLS Centres. This role on a daily basis will involve monitoring and reporting on NDLS Centre support to ensure contractual performance indicators are achieved, primarily for the National Driver Licence Service contract. The individual must be reliable, have strong communication skills and contribute positively to the team.
This role will be based onsite in our Galway Office and the successful candidate must be residing in Galway. This role is an operational role and SGS is seeking a candidate to join the team with a customer service background.
In SGS Galway Offices, we are seeking enthusiastic new 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.
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;
- Attention to detail and accuracy is an essential part of the role
- Flexibility & Reliability is key to this role
- Strong Time Management Skills
- PC Proficiency and knowledge of MS Office applications
- Possess excellent interpersonal skills
- Be organised, efficient, quality focused and customer focused
- Have experience in dealing with members of the public
- 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
- Experience in a previous Customer Service Role for 2 -3 years at a minimum
- 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
- Continuous Mentor Programme to promote professional development
- Progression Opportunities
- Annual Tax Saver Tickets for Rail, Bus and Luas
- Bike to Work Scheme
- Employee Assistance Program - Spectrum Life Confidential Counselling Service
- Digital Wellness Platform
- Benefits Rewards Hub
- Pension once probation passed
- 20 Days Annual Leave pro-rata
Use of a Car & a Full Clean Driving Licence is essential
