German Speaking Resolution Coordinator

Overview

Join Computershare UK as a German Speaking Resolution Coordinator based in Bristol. Initially, this is a full-time onsite role, Monday to Friday with shifts scheduled between 8am and 9pm. After completing the probation period, you will gain the flexibility to work partially from home under a hybrid work culture. This permanent position starts on 9th November 2026, offering a competitive salary plus a monthly performance-related bonus and salary increments following probation.

Role Summary

You will provide first-line support to Customer Service Representatives through the ‘call assist’ program, handling caller escalations, complaints, and acting as an expert resource. Key duties include managing complex inquiries, conducting social media monitoring, handling VIP queries, managing cases, and arranging callbacks while collaborating with internal and external stakeholders to ensure prompt and accurate resolutions.

Key Responsibilities

• Attend to complex customer, agent, VIP, and client enquiries with exceptional professionalism, accuracy, and adherence to service level agreements.
• Offer subject matter expertise to assist in updating contact center processes, procedures, and training resources.
• Maintain thorough knowledge of all related systems and product lines.
• Directly liaise with customers and VIP clients to resolve issues or complaints through escalation procedures, ensuring first contact resolution.
• Ensure representatives provide accurate, up-to-date information and follow current procedures effectively.
• Work collaboratively with colleagues, clients, and stakeholders to resolve complex matters.
• Use data analysis and reporting to support, coach, and develop team members.
• Identify best and poor practices via root cause analysis to enhance training materials and system information, driving ongoing improvements.
• Provide detailed reports and escalate key issues to relevant stakeholders.
• Develop job aids and tools to help improve quality and first contact resolution among representatives.

Required Qualifications and Skills

• Fluent in both German and English languages.
• Previous customer service experience with competence in managing complex inquiries and understanding when to escalate issues.
• Proven interpersonal skills and effective verbal and written communication.
• Experience adhering to defined regulations and procedures.
• Strong coaching, skills training, planning, time management, and organizational capabilities.
• High attention to detail and adaptability to manage pressure and change effectively.
• Experience or knowledge in Management Information and Data Reporting is advantageous but not mandatory.

Work Schedule and Location

The position demands attendance onsite in Bristol, BS99 6ZZ, with shift hours between 8am and 9pm including some bank holidays on rotation. Candidates are expected to live within an hour's commute and have a dependable internet connection for hybrid work post-probation.

Training & Development

Training lasts six weeks during November and early December without leave allowed. Post-training, full-time office presence is required until probation completion, after which hybrid working is permitted.

Benefits & Perks

• Free onsite parking or discounted bus fares at £1.50 for commuting.
• Access to an onsite gym, fitness classes, lockers, showers, and drying rooms.
• Complimentary breakfast bars with fresh fruit and cereal, alongside free tea, coffee, herbal drinks, milk, and squash.
• Performance-related bonuses and salary progression after probation.
• Flexible work arrangements supporting work-life balance.
• Health and wellbeing programs tailored for employees and their families.
• A company share purchase plan with contributions from Computershare.
• Recognition awards, team gatherings, and career growth opportunities.

About Computershare

Computershare is a global leader in financial administration with over 11,000 employees across more than 22 countries. The company fosters an inclusive culture focused on fairness, equal opportunity, and personal growth. Support is available for accommodations during recruitment to ensure an inclusive process.