German Speaking Team Leader

The Company Youll 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 Leaderwho 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 Youll 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.

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