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- Tasks: Lead a dynamic team of Customer Service Advisors to exceed service standards and enhance customer experience.
- Company: Join MTrec Commercial, a market leader with a supportive culture and excellent training opportunities.
- Benefits: Enjoy remote/hybrid work options, industry-leading training, and a friendly team environment.
- Why this job: This role offers personal growth, a people-first culture, and the chance to make a real impact.
- Qualifications: Fluent German speaker with proven leadership experience in customer service or contact centre environments.
- Other info: Work Monday to Friday with flexible hours; perfect for balancing studies and work.
The predicted salary is between 28800 - 43200 £ per year.
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.
German Speaking Team Leader in Newcastle Upon Tyne employer: MTrec Commercial
Contact Detail:
MTrec Commercial Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land German Speaking Team Leader in Newcastle Upon Tyne
✨Tip Number 1
Familiarise yourself with the company's values and culture. Understanding what they prioritise in their team dynamics can help you align your leadership style with their expectations, making you a more attractive candidate.
✨Tip Number 2
Brush up on your German language skills, especially in a professional context. Being able to demonstrate fluency in both spoken and written German during any discussions or interviews will set you apart from other candidates.
✨Tip Number 3
Prepare examples of your past leadership experiences, particularly in customer service settings. Be ready to discuss specific situations where you successfully coached team members or resolved escalated issues.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information that you can use to tailor your approach during the application process.
We think you need these skills to ace German Speaking Team Leader in Newcastle Upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in team leadership and customer service. Emphasise your fluency in German and any relevant achievements in previous roles that demonstrate your ability to lead and inspire a team.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership style. Mention specific examples of how you've successfully coached team members or handled escalated issues in the past.
Highlight Relevant Skills: In your application, focus on skills that are crucial for the role, such as quality monitoring, performance metrics, and problem-solving abilities. Use keywords from the job description to ensure your application stands out.
Showcase Your Cultural Fit: Demonstrate your understanding of the company's values and culture in your application. Mention your enthusiasm for continuous learning and how you can contribute to a supportive team environment.
How to prepare for a job interview at MTrec Commercial
✨Showcase Your Language Skills
Since fluency in German is essential for this role, be prepared to demonstrate your language proficiency during the interview. You might be asked to conduct part of the conversation in German, so practice speaking confidently and clearly.
✨Highlight Leadership Experience
Emphasise your previous experience in a Team Leader or supervisory role. Share specific examples of how you've successfully led a team, handled escalated issues, and motivated team members to achieve their goals.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex customer interactions. Prepare scenarios where you resolved conflicts or improved team performance, showcasing your coaching and feedback delivery skills.
✨Demonstrate a People-First Approach
The company values a supportive team culture, so be ready to discuss how you promote continuous learning and development within your team. Share your strategies for fostering engagement and collaboration among diverse team members.
