German-Speaking Resolution Specialist | Hybrid

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

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.