NTA- Subject Matter Expert

Galway
Contract
Full-time

4 hours ago

Company DescriptionSGS 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 96,000 employees, we operate a network of more than 2,700 offices and laboratories around the world.We have an exciting role within our NTA Contract:The successful candidate will be responsible for supporting the taxi licensing team in a responsible and professional manner. The individual must be reliable, have strong communication skills and contribute positively to the team.Job Description

Supporting the current SME Team and NTA Customer Service Advisors
Monitoring telephone calls and admin processes to ensure they are dealt with within the service level agreement parameters and in line with standard operating procedures
Complex Case investigation and issue resolution
Development, Implementation and review of scripts and standard operating procedures
Ticket/case management, monitoring and close out within defined service levels
Handling of client complaints in accordance with company procedures.
Conducting service quality monitoring to ensure performance levels are achieved
Compilation and preparation of daily, weekly and monthly reports
Adhering to strict deadlines
Liaison with the NTA in terms of performance and service improvements whilst working closely with the Licensing Coordinator
Create and update training documentation in line with operational procedures
Provide training as and when required
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

This is not a definitive list and other duties maybe added on an Ad hoc basisThis is a full time position based on site in our Galway office - closing date for applications 12 September 2025QualificationsThe ideal candidate would possess the following attributes/ skillsets;

1 -2 years customer service experience
Strong Computer Skills & general PC Proficiency
Leaving Cert minimum education requirements
Possess excellent interpersonal, leadership and communication skills
Be organised, efficient, flexible and quality focused
Haven a proven track record in terms of reliability and attendance
Have the confidence to take responsibility for achievement of objectives
Strong time management skills and excellent attention to detail.
Encourage positive work environment focused on the achievement of goals
Strong Learning Capabilities
Irish Speaker an advantage
Fluency in both written and spoken English - excellent documentation skills required

Additional InformationAn overview of some of the benefits available:

Comprehensive training program
Progression Opportunities
Annual Tax Saver Tickets for Rail, Bus and Luas
Bike to Work Scheme
Employee Assistance Program
Digital Wellness Platform

SGS

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