Resolutions Coordinator (Night) - German Speaking

Job Description

Location: United Kingdom - Remote

In this remote position you'll experience our supportive approach and the ability to balance work and life as part of our global team. Find out more at computershare.com/flex.

If successful in this role, you will work from home with all equipment provided to support you in delivering high levels of customer service.

Start date: 17th May 2026 - Permanent full time 37.5 hours - shifts are between 9pm - 8am

Salary: £35316 for shift 9pm-8am + monthly performance-related bonus & salary increase after probation

We give you a world of potential

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. In addition to this other duties may include but are not limited to social media monitoring, VIP Queries, Case Management and actioning callbacks.

Take your first step into the financial industry with us. You'll be supported in developing new skills, and your pay will increase as you progress through our career framework. If you're looking for a workplace that provides outstanding training and development, employee benefits, and a generous share plan scheme, join our dynamic team.

A role you will love

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. Our ability to provide a professional, accurate, timely and efficient service, without incurring financial losses, ensures that we maintain the reputation of both Computershare and our clients.

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 such as account/client management teams, Contact Centre Team Leader group, Project Team, Operational Teams and external clients to ensure a timely, positive and accurate outcome.

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.

What will you do & bring to the role?

Role responsibilities:

• Respond to a wide variety of complex customer/agents/VIP/Client enquiries providing exceptional levels of customer service, ensuring a high level of accuracy and adhering to SLA's.
• 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 via the escalation process, providing 'First Point Resolution' of customer enquiries
• Verify that representatives are providing up-to-date information, following current processes, and communicating effectively to callers
• Collaborate with colleagues/stakeholders/customers/clients/VIP's 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 in order to create, develop and enhance training documentation, update system information in order to drive continuous improvement
• Provide reporting and highlight key issues to a range of stakeholders
• Support with the development of job aides and other tools to assist representatives in improving overall quality of interactions and first point resolution

Prior customer service or relevant experience is required and the following profile and skill elements are also required:

• Effective interpersonal skills, verbal and written communication skills
• Previous experience of working within defined regulations and procedures
• Evidence of complex query solving skills, still knowing when to escalate
• 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
  • In addition if you have a background in Management Information/Data Reporting would also be beneficial, but not essential, to the role.

This role requires you to speak fluent German & English.

Rewards designed for you

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, and you'll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.

About Us

A company to be proud of

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.

Fairness and culture

We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

About the Team

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. As client needs evolved, so has our portfolio of services; extending our Issuer Services into equity and entity governance services to companies both public and private worldwide. Careers in Issuer Services could mean anything from assisting shareholders with their portfolios, enabling access to global markets or helping clients deliver on their equity and entity compliance requirements everywhere they operate.