Job description
Company Benefits:
The opportunity to work with an award-winning team who are at the pinnacle of their industry
Incredibly friendly team working environment
Training and Development opportunities
Easily Accessible offices.
Great progression opportunities!
Remote/Hybrid working
The Company You’ll Work for:
MTrec Commercial are proudly supporting our market leading client, who, due to significant expansion are seeking to employ a motivated and attentive Team Leader who is fluent in German. The company are ideally situated just south of Newcastle City Centre and have excellent links to public transport; you do not have to live local as this role is remote/Hybrid however, you must live within a reasonable distance to travel to the office. The company also provides industry leading training and progression as well as the chance to work as part of a close-knit friendly team of customer service professionals.
The Role You’ll Be Doing:
Lead and inspire a team of up to 12 Customer Service Advisors, supported by a Team Supervisor, to consistently meet and exceed service standards, KPIs, and SLAs.
Take a hands-on approach to coaching, delivering regular 1:1s, feedback sessions, and performance reviews that support individual growth and development.
Monitor the quality of claim processing and contact handling to ensure accuracy, compliance, and excellent customer experience.
Carry out root cause analysis on quality issues and service failures, identifying trends and using insights to shape targeted training and coaching plans.
Handle escalated calls and complaints from Team Supervisors and Customer Service Advisors when required, ensuring issues are resolved professionally and in line with company standards.
Work with Client Delivery Managers to escalate customer or operational issues to clients where appropriate, ensuring timely and effective resolution.
Work closely with the Forecast and Planning team to allocate work effectively, monitor contact and claim volumes, and take proactive steps to achieve service level agreements.
Support new team members through effective onboarding, training, and early-stage coaching to ensure a strong start.
Promote a culture of continuous learning by sharing knowledge, best practices, and encouraging personal ownership of development.
Use performance data, call monitoring, and feedback to drive improvement and recognise high performance.
Collaborate with the Customer Services Manager to embed a people-first approach to performance, engagement, and continuous improvement.
The role will be working Monday to Friday either, 8am – 4pm / 9am – 5pm.
About you;
Fluent or Professional level German is essential
Proven experience in a Team Leader or Supervisory role within a contact centre or customer service environment.
Experience working in a multilingual contact centre environment is highly advantageous.
Strong experience in quality monitoring, feedback delivery, and translating insights into actionable training interventions.
Demonstrated success in coaching and developing individuals to improve performance and unlock potential.
Ability to handle complex and escalated customer interactions with professionalism and confidence.
Strong interpersonal and leadership skills with the ability to motivate and engage a diverse team.
Confidence using performance metrics and quality assurance tools to guide coaching and continuous improvement.
Experience working with planning and forecasting teams to support work allocation, volume management, and SLA achievement.
Excellent communication, stakeholder management, and problem-solving abilities.
Passion for delivering customer excellence and nurturing a supportive team culture.