Team Lead - Cork NDLS

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 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. Job DescriptionThis role would require the successful candidate to be responsible for the Supervision of staff working within Cork City 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. Reporting to the Regional Supervisor, the successful candidate will be responsible for the following activities: Use recording system “Softworks” correctly, clock in at the start of your shift, clock in and out for your rostered break and clock out at the end of the day.

Supervision of NDLSFO staff in the Cork City NDLS centreas defined by the Contract of EmploymentCo-ordination of rosters, ensuring the best utilisation of staff to support operations and meet SLA’s & KPI’sTo ensure all Annual Leave Requests are reviewed and approved / rejected in a timely manner as defined by the Regional SupervisorResponsible for the NDLSFO verification team ensuring they are completing their application processing, customer registration, verification, authentication, and payment processing activities in accordance with quality procedures, productivity, and service level requirementsEnsure no customer is rejected from the Front Office unless void of payment or proof of IDEnsure the utmost due diligence is applied to all documents and image / signature captures uploaded to the NDLS Front Office SolutionEnsure that the Vysor Dual Screen Application is used in all application typesPhotocopying requirements – do not photocopy unnecessary documents and ensure that all excess documents are securely placed in the shredder.

Only print receipts for customer where no email exists on their file. All customers with an email on file will receive their receipt via email. Ensure that the RSA NDLSFO Customer Verification Manual is understood and adhered toEnsure all training videos are used as a reference tool. The Regional Supervisor will share these with you.

Ensure that all mandatory courses are completed in a timely manner as defined by your SupervisorPlay an active role in onboarding & training new staffProvide on-site and virtual training as requiredMaximising staff potential by recognising staff performance and developmentLiaising with Management re improvements or potential efficiencies that can be gained within the centresStock control/inventory management - responsible for ensuring adequate supplies of stock and equipment are ordered, available and distributed to centres to avoid any disruption to operationsResponsible for ensuring the highest possible standards are adhered to with regard to Data Protection and Record ManagementDriving excellence and ensuring the highest level of service is delivered to our customersAssist with Investigating complaints adhering to contractual deadlines as defined by the Regional SupervisorCompetent to complete all SGS duties and responsibilities in accordance with relevant procedures and performance agreementLead by example and demonstrate SGS values instilling a sense of serene within the team as a wholeMaintain and ensure good employee relationsPresent a professional image of the company through personal grooming and presentation.

Ensure the clear desk policy is adhered to. This includes checking your workstation at the start and end of every day, checking underneath your keyboard and your workstation remain clear of excess documents throughout the day. Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and always adopt behaviour in accordance with SGS Equality & Diversity policySupport the Regional Supervisor and Operations Manager in ensuring that the Verification Officers are fully engaged with the vision and strategy of the business.

Work with the Operations Manager and other Supervisors to implement productivity targets, where applicable, and ensure that teams receive regular feedback and have a clear understanding of daily/weekly objectivesLeading and motivating the front office team to deliver against agreed objectives, KPIs and SLAs and drive customer satisfaction and continuous service improvement initiatives. Ensure any serious discrepancies, security breaches or any breaches to data is reported immediately to the Regional Supervisor, Operations Manager and Head of Security.

Comply with Uniform PolicyFlexibility to travel to cover in NDLS Centres other than your base locationCommitment to working Saturdays as part of a fair roster rotation of sameThis is not a definitive list and other duties may be added on an Ad hoc basisQualificationsExperience in both Supervisory and Client Facing Roles an advantageAbility to work under pressure meeting challenging deadlines in an efficient and competent mannerTeam management and process improvement capabilities and expertisePC Proficiency and knowledge of MS Office applicationsSuccessful candidate should be pro-active, have excellent organisational skills and attention to detailStrong customer service focus and experienceFluency in both written and oral English – excellent documentation skills requiredAdditional Information Attention to detail and accuracy is an essential part of the role Flexibility is very important Computer Literate; knowledge of MS Office Possess excellent interpersonal and communication skills Have experience in dealing with members of the public Be friendly, efficient and customer focused.

Ability to work under own initiative or as part of a team Fluent English speaker (Fluent Irish speaker an advantage) Use of a car and a full clean driving license is an advantage. Full training will be provided.