NDLS Front Office Subject Matter Expert

SGS; Galway; On-site; EUR 32,000 - 48,000; Full time

Benefits offered by this job

SGS Onboarding Platform – SGS Campus

Employee Referral Incentive Scheme

Annual Tax Saver Tickets for Rail, Bus

Bike to Work Scheme

Employee Assistance Program

Pension after probation

22 days annual leave pro-rata

Job summary

SGS Galway invites applications for a Subject Matter Expert on the NDLS contract. You will support a network of NDLS Centres, monitor performance and deliver timely reports.

The role demands strong customer service, communication skills and attention to detail to ensure contractual performance indicators are met. The successful candidate will engage with clients, perform administrative tasks, and assist with payroll, scheduling and training.

Qualifications

• 2+ years of customer service experience.
• Strong attention to detail and accuracy.
• Excellent communication skills and teamwork abilities.
• Flexible and reliable with a proactive approach.
• Proficient with MS Office applications.
• Organised, efficient and customer-focused.
• Problem-solving in a fast-paced environment.
• Fluent English; Irish language is an advantage.

Responsibilities

• Process driver licence applications including customer verification and payments.
• Handle calls within service level agreement parameters.
• Escalate issues to NDLS 2nd line support as needed.
• Liaise with regional supervisors and internal departments.
• Generate daily, weekly and monthly reports and statistics.
• Assist with payroll and scheduling activities as required.
• Maintain NDLS centre stock and administration records.
• Support training documentation and deliver training when required.

Skills

Customer service

Attention to detail

Communication skills

MS Office proficiency

Teamwork

Tools

MS Office Suite

Job description

SGS is the world's leading inspection, verification, testing and certification company. We are recognizedas 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 theworld.

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.

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.
• Flexibility & reliability is key to this role
• 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:

• SGS Onboarding Platform – SGS Campus
• SGS Employee Referral Incentive Schemeacross all SGS Business Lines
• 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