NDLS Operations SME - Galway | Customer Service & Reporting

SGS; Connacht; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Comprehensive training program

SGS Campus onboarding platform

Employee referral incentive scheme

Progression opportunities

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 is seeking a Subject Matter Expert to support the NDLS contract. The role involves processing driver licence applications, handling inquiries, and reporting on service levels to ensure contractual performance indicators are met.

You will collaborate with NDLS Centre staff and regional supervisors, provide training materials, assist with payroll/scheduling, and uphold SGS policies on integrity and data protection.

Qualifications

• Minimum 2 years customer service experience.
• Excellent communication and accuracy.
• Reliable, flexible with strong time management.
• Proactive, team player with English fluency.

Responsibilities

• Process driver licence applications with verification and payments.
• Answer calls within SLA and monitor contact channels.
• Escalate NDLS issues to 2nd line support.
• Maintain daily, weekly, monthly reports.
• Prepare quality and productivity statistics.
• Coordinate with regional supervisors and clients for improvements.

Skills

Customer service

Attention to detail

Communication skills

Time management

MS Office

Organised

Problem solving

Initiative

Teamwork

Fluent English

Tools

MS Office

Job description

SGS Galway is seeking a Subject Matter Expert to support the NDLS contract. The role involves processing driver licence applications, handling inquiries, and reporting on service levels to ensure contractual performance indicators are met.

You will collaborate with NDLS Centre staff and regional supervisors, provide training materials, assist with payroll/scheduling, and uphold SGS policies on integrity and data protection.