Ndls Front Office Subject Matter Expert

Job DescriptionThe successful candidate will be responsible for the following activities:Processing driver licence applications when required, this includes customer verification and payment processing activitiesMonitoring /answering of telephone calls to ensure they are dealt with within the service level agreement parameters.Operationally, escalating any reported issues in an NDLSLiaison with 2nd line support for issue resolutionHandling of complaints in accordance with company proceduresConducting service quality monitoring to ensure performance levels are achieved.Preparation of quality and productivity statistics as requiredCompilation and preparation of daily, weekly, and monthly reports.Collaboration with clients or third parties to identify and implement service improvements at an operational levelCreate and update training documentation in line with operational procedures.Provide training as and when required.Support Supervisor with Payroll & Scheduling activitiesStock Control maintenance for network of NDLS CentresCo-ordination & Liaison with Regional SupervisorsManaging administration, communicating and coordinating with internal departmentsThe maintenance of call centre operational policies and proceduresHandle 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 proceduresEnsure 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 basisQualificationsThe 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 roleExcellent communication skills and contribute positively to the team.Strong Customer service experience Flexibility & reliability is key to this roleStrong time management skillsPC Proficiency and knowledge of MS Office applicationsOrganised, efficient, quality focused and customer focusedInitiative and excellent problem-solving ability in a fast-paced environmentCandidate should be pro-active and possess excellent organisation skillsTakes initiative and works well on their own and as part of a teamFluent English Speaker (Fluent Irish speaker an advantage)