German Speaking Team Leader

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