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For Companies At a Glance
- Tasks: Lead a dynamic team of Customer Service Advisors and drive performance excellence.
- Company: Join a market-leading company with a friendly, supportive culture.
- Benefits: Enjoy remote/hybrid work, training opportunities, and great career progression.
- Why this job: Make a real impact while developing your leadership skills in a vibrant environment.
- Qualifications: Fluent German speaker with experience in team leadership and customer service.
- Other info: Work Monday to Friday with flexible hours and a focus on continuous learning.
The predicted salary is between 36000 - 60000 £ per year.
Overview
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; 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.
Responsibilities
- 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 / Qualifications
- 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
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
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German Speaking Team Leader employer: MTrec Ltd Commercial
Contact Detail:
MTrec Ltd Commercial Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land German Speaking Team Leader
✨Tip Number 1
Get your networking game on! Connect with people in the industry, especially those who work at MTrec Commercial. A friendly chat can sometimes lead to job opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for the interview like it’s a big match day! Research the company, understand their values, and think about how your experience aligns with their needs. Show them you’re not just another candidate, but the perfect fit for their team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family, focusing on common questions for Team Leaders. This will help you feel more confident and articulate when it’s your turn to shine.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace German Speaking Team Leader
Some tips for your application 🫡
Show Off Your German Skills: Since this role requires fluency in German, make sure to highlight your language skills right at the top of your application. Use examples that showcase your ability to communicate effectively in both written and spoken German.
Tailor Your Experience: We want to see how your previous experience aligns with the responsibilities listed in the job description. Be specific about your past roles, especially any leadership or customer service positions, and how they’ve prepared you for this Team Leader role.
Be Personable: Don’t just list your qualifications; let your personality shine through! We’re looking for someone who can inspire a team, so share a bit about your leadership style and how you engage with others in a friendly and motivating way.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for this exciting opportunity!
How to prepare for a job interview at MTrec Ltd Commercial
✨Know Your Stuff
Make sure you brush up on your German language skills and any relevant customer service experience. Be ready to discuss specific examples of how you've led a team or handled escalated issues in the past. This will show that you're not just fluent in the language, but also in the role.
✨Showcase Your Leadership Style
Think about how you inspire and motivate your team. Prepare to share your approach to coaching and development, and how you’ve successfully managed performance reviews. Highlighting your hands-on approach will resonate well with the interviewers.
✨Be Data Savvy
Familiarise yourself with key performance metrics and quality assurance tools. Be prepared to discuss how you've used data to drive improvements in your previous roles. This shows that you can translate insights into actionable training plans, which is crucial for this position.
✨Cultural Fit Matters
Research the company culture and be ready to discuss how you would promote a supportive team environment. Share examples of how you've fostered continuous learning and personal ownership in your previous teams. This will demonstrate that you align with their people-first approach.