JOB DESCRIPTION

Johannesburg - Hybrid

In this position, you'll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. If you have a remote location recorded in Fusion this arrangement will continue to be honoured if you are successful in your application, provided that:

• You have a formal accommodation due to a disability, medical or legal reason that enables you to work remotely.
• You're a redeployment candidate who is under notice of redundancy.
• You were moved to a remote contract as your office was closed.

We give you a world of potential

An exciting opportunity for Team Leader Call Centre within Computershare Contact Centre, responsible for contributing client satisfaction by maintaining an accurate database by executing all legal instructions according to documented policies and procedures, by administering, researching and implementing corrective procedures to ensure an accurate database.

A role you will love

The Communication Centre Team Leader is responsible for ensuring day to day delivery of high-quality customer service to clients and also ensuring that the day-to-day resolution of queries are responded to accurately and with agreed timeframes.

Some of your key responsibilities will include:

• Administer client register: Assist the team with daily tasks/responsibilities (i.e correspond with both internal and external customers in response to complaints/queries, providing accurate written or verbal guidance and interpretation in order to maintain high quality customer service standards.
• Customer Service: Provide quality, effective and efficient communication to investors. Assist with the updating of client registers (maintain accurate database for clients and investors), smooth processing of complaints/queries.
• Develop a transparent internal communications strategy: Actively share knowledge, encourage innovation, develop a good communication culture to nurture a problem-solving mentality in the team. Ensure that the team work together to provide customers with feedback timeously in order to achieve a reduction in the number of complaints.
• Maintained client base: Provide effective and professional service and maintain professional conduct and behaviour and to prioritize tasks and be well organized.
• Product knowledge: Assist team with complex queries, attend training when and where needed (i.t.o new projects) and provide detailed information to team and also ensure that accurate and correct feedback is provided to clients.
• Manage self and team development plan: Identify, motivate, encourage and agree to complete courses, experience and areas of study, Information integrity, act on reasonable requests from Management and volunteer to carry out task activities that does not form part of the job description, support and endorse organizational objectives. Identify and assist with the upskilling of staff where and when necessary in order to ensure high performance service delivery.
• Quality, Risk and Fraud Management: Complete all policy reading and mandatory learning, report all complaints, losses, breaches and known control failures and gaps or risk exposures to line management as per the company standards policy.
• Deliver on people related initiative: To have a motivated and high performing team that lives the 'being purple principals', be a pioneer, deliver high quality and outstanding results, act with integrity, value differences and work collaboratively.

What will you bring to the role?

• Grade 12 certificate (Essential)
• Business Degree/Diploma (Advantageous)
• PC skills - proficient in all aspects of MS Office
• Knowledge of systems
• 2 years' experience within Computershare
• 2 years' experience across multiple queues with multiple products
• 2 years' experience working with data and reports
• Financial Services Experience
• Knowledge of systems - Nice (Preferred), Avaya (Preferred), Scrip (Preferred), Workflow (Preferred), Document Viewer (Preferred), Registry (Preferred), Corporate Proxy (Preferred), Class Actions (Preferred), Investor Centre (Preferred)
• Leadership Skills (Essential)
• Excellent accuracy and attention to detail
• Strong communication skills
• Strong numeracy skills
• Strong team player

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, computershare.com/careers-handbook.

ABOUT US

A company to be proud of

We're a global leader in financial administration with over 12,000 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.

A diverse and inclusive place to work

At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.