NDLS Team Lead at SGS

Saggart, Dublin, Ireland -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervisory Experience, Client Facing Roles, Team Management, Process Improvement, PC Proficiency, MS Office Knowledge, Organizational Skills, Attention to Detail, Customer Service, Fluency in English, Documentation Skills, Communication Skills, Time Management, Health and Safety Awareness, Data Protection, Record Management

Industry

Professional Services

Description

Company Description SGS is the world's leading Inspection, Verification, Testing and Certification company. We are recognised as 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 the world. We deliver global service with local expertise, to market leading clients across 10 different industries worldwide. This role would require the successful candidate to be responsible for the Supervision of staff working within Leopardstown NDLS. The network of NDLS Centres is responsible for processing driver licence applications in 34 NDLS Centres across Ireland on behalf of our Client the Road Safety Authority. Job Description Reporting to the Regional Supervisor, the successful candidate will be responsible for the following activities: Supervision of NDLSFO staff Responsible for the day to day running of the National Driver Licence Service centre, ensuring that staff are completing the application processing, customer registration, verification, authentication and payment processing activities in accordance with standard operating procedures, productivity and service level requirements. Responsible for ensuring all Verification Officers are compliant with utilisation of the Front Office Solution and Dual Screen Technology Liaising with the Regional Supervisor in relation to process improvements or potential efficiencies that can be gained within the centre. Driving excellence and ensuring the highest level of service is delivered to our customers Deal effectively with customer complaints, queries or issues raised in the centre where required. To maintain staff rosters, sickness and annual leave records under the instruction of the Regional Supervisor/ Operations Manager. To escalate any breaches in procedure observed on site which compromises the security/integrity of the application process or the application package. Maintain stock reports, equipment and daily task checklists, and escalate any health & safety hazards within a centre if identified. Ensure that data protection standards are maintained to the highest standard Maintain employee morale Leading onboarding and training of new staff Ensuring all training documents for new hires are submitted to the Regional Supervisor and Operations Manager in a timely manner Carrying weekly analysis of Error Reports including engagement with specific Verification Officers to ensure professional development is at the forefront of any weekly performance reviews Responsible for ensuring the highest possible standards are adhered to with regard to Data Protection and Record Management in the NDLS centres Leading and motivating the front office teams to deliver on agreed objectives, KPI’s and SLA’s and drive customer satisfaction 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, and act in accordance with SGS Ireland’s Equality & Diversity Policy This is not a definitive list and other duties may be added on an Ad hoc basis Qualifications Experience in both Supervisory and Client Facing Roles an advantage Ability to work under pressure meeting challenging deadlines in an efficient and competent manner Team management and process improvement capabilities and expertise PC Proficiency and knowledge of MS Office applications Successful candidate should be pro-active, have excellent organisational skills and attention to detail Strong customer service focus and experience Fluency in both written and oral English – excellent documentation skills required Additional Information Integrity, consistency and flexibility Professionalism; with the client, contractors and colleagues at all times Compliance with SGS policies and procedures Participate in team meetings / Team player Excellent communication skills, both verbal & written Excellent time management & attention to detail

Responsibilities

The NDLS Team Lead is responsible for supervising staff at the National Driver Licence Service centre, ensuring compliance with procedures and delivering high-quality customer service. The role includes managing daily operations, addressing customer issues, and maintaining staff morale.