​​What's your involvement in Computershare's registry business? 

I'm the Operations Director, which means I look after our communication centre and our processing area. This includes all the channels that people use to connect with us, which can be by email, via our website, through the post and over the phone through our contact centre. We're here to support company secretarial teams by handling enquiries from share and stock holders. Our aim is to ensure queries are fully resolved first time, leaving clients able to focus on their day-to-day workload.


What were you doing before?

I have worked in customer service for over 25 years and I joined Computershare in 2000 so I have now worked in Operations here for 15 years. My time has been divided between our registry and share plan businesses.


What differentiates Computershare's operations team?

It's our recruitment and training programmes that best differentiate Computershare. We've created a team who know share registry and share plans inside out, backed by a culture of learning and development for all our agents, enabling them to establish a career within the company. Our Customer Service Agents (CSAs) undergo classroom training, exams and a minimum of two weeks in our Academy where they have a one-to-one relationship with a coach who constantly monitors their performance. We're really proud of our training team who have been accredited as part of the Training Accreditation Programme (TAP) by The Training Foundation, granting the company Gold Standard status. Our Quality Assurance team carry out frequent checks on all of our CSAs and feedback is provided by dedicated coaches.


What are the challenges for the registry industry over the next year?

We are living in a world where more and more people deal with their affairs electronically. This inevitably challenges a world where paper-based processes have always been so important. We're embracing this challenge head on, by ensuring that we let people interact with us in ways that suit them - making things faster and more convenient whilst retaining the highest standards of security.


What are our goals over the next year?

I'm passionate about customer service so I want to see us continue to improve what we do - offering a knowledgeable, efficient and quality-focused service. I want to make sure that our customers have the best possible experience however and whenever they contact us.