[Hiring] Resolutions Coordinator @Computershare

Role Description

In this remote position you’ll experience our supportive approach and the ability to balance work and life as part of our global team. If successful in this role, you will work from home with all equipment provided to support you in delivering high levels of customer service.

Do you speak fluent German and are you ready to use your customer service skills to resolve queries and to support performance and effectiveness of colleagues? We're looking for individuals who are passionate about building relationships and helping others. Your role will be to act as first line support to Customer Service Representatives through our ‘call assist’ programme such as:

• Resolving caller escalations and complaints
• Social media monitoring
• VIP Queries
• Case Management
• Actioning callbacks

Computershare’s Operational teams are the voice of our business for customer enquiries. The service provided is on behalf of both our internal stakeholders and corporate clients and therefore the quality we deliver is paramount.

The German speaking Resolutions Co-Ordinator may also be expected to work collaboratively across teams within the same department, as well as our key stakeholders both internally and externally.

Schedule: Alternating Sunday to Thursday & Monday to Friday, shifts between 9pm – 8am, and some bank holidays on a rotational basis. The position is open to candidates who are in the UK and requires a reliable internet connection at home.

Training: Training lasts six weeks with no leave permitted during May & June.

Qualifications

• Fluent in German and English
• Prior customer service or relevant experience
• Effective interpersonal skills, verbal and written communication skills
• Previous experience of working within defined regulations and procedures
• Evidence of complex query solving skills
• Strong coaching and skills training
• Planning, time management and organisational skills
• Attention to detail
• Flexibility, adaptability to manage self under pressure and cope with change

Requirements

• Provide subject matter expertise to support the update of Contact Centre processes, procedures and training material
• Maintain a comprehensive working knowledge of processes and systems across all product lines
• Communicate with customers, VIP and Clients directly to resolve any issues or potential complaints
• Verify that representatives are providing up-to-date information
• Collaborate with colleagues/stakeholders/customers/clients/VIPs to resolve complex issues
• Utilise data analysis and reporting, provide support, coaching and development to team members
• Identify areas of both good and bad practice through route cause analysis
• Provide reporting and highlight key issues to a range of stakeholders
• Support with the development of job aides and other tools to assist representatives

Benefits

• Flexible work to help you find the best balance between work and lifestyle
• Health and wellbeing rewards that can be tailored to support you and your family
• Invest in our business by setting aside salary to purchase shares in our company
• Extra rewards ranging from recognition awards and team get-togethers
• A welcoming and close-knit community with experienced colleagues ready to help you grow

Company Description

We're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it’s more than just a job; our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

Since 1978, we’ve been trusted by companies around the globe to manage their shareholder registry, corporate actions and shareholder meetings and we’re now the number one transfer agency in the world.