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