German Speaking Resolution Coordinator

Computershare UK; West of England; Hybrid; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Free onsite parking

Discounted bus fare

Onsite gym and showers

Free breakfast bars and fruit

Training and development

Job summary

Computershare UK in Bristol is seeking a German-speaking Resolutions Co-Ordinator to provide first line support to Customer Service Representatives through the call assist programme, resolving escalations and handling VIP queries. After probation, you may switch to a hybrid schedule with at least three days in the office.

You will participate in social media monitoring, case management, and callbacks, contributing to performance and effectiveness of colleagues.

Qualifications

• Prior customer service experience is required.
• Fluent in German and English.
• Experience handling complex queries and escalation.
• Strong coaching and training abilities.
• Excellent verbal and written communication.

Responsibilities

• Respond to a wide variety of customer/agents/VIP/Client enquiries with high-quality service.
• Provide subject matter expertise to update Contact Centre processes and training materials.
• Maintain knowledge of processes and systems across product lines.
• Communicate with customers, VIPs and clients to resolve issues via escalation for first point resolution.
• Verify information and ensure up-to-date processes are followed.
• Collaborate with colleagues and stakeholders to resolve complex issues.
• Utilise data analysis and reporting to support the team and coaching.
• Develop training documentation and improve processes through root cause analysis.
• Provide reporting and highlight issues to stakeholders.
• Develop job aids and tools to improve interaction quality.

Skills

Interpersonal skills

Verbal and written communication

Coaching and training

Planning and time management

Attention to detail

Adaptability under pressure

Regulatory experience

Job description

Job Description

Location: Bristol (Hybrid after probation) In this position, you’ll be based in the Bristol office for a 5 days a week and after successfully completing your probation, then have the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex

Interview: Onsite face to face - consisting of an interview, a resolution task and a German language assessment

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

Salary: £31644 for shift 8am-9pm + 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: Monday to Friday, shifts between 8am and 9pm, and some bank holidays on a rotational basis. The position is open to candidates who are within an hour's commute of Bristol, BS99 6ZZ and requires a reliable internet connection at home.

Training: Training lasts six weeks with no leave permitted during November & early December. After training, you’ll work full-time in the office until completing your probationary period. Once probation is completed, you can switch to a hybrid schedule, with at least three days a week in the office.

Additional benefits of working onsite

Free onsite parking or use of the discounted bus fare of just £1.50 for travel to and from the office, access to our onsite gym (& fitness classes). Access to lockers, showers, and drying rooms so we’ve got you covered whether you use the gym, cycle to work or go for a lunchtime run! You’ll also have access to our breakfast bars, with free daily cereal and fruit. We also offer free tea, coffee, herbal drinks, fresh milk & squash.

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 elevate
• 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 want to provide 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.