German Speaking Team Leader

MTrec Ltd Commercial; Newcastle upon Tyne; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A market-leading client in Newcastle upon Tyne is seeking a motivated Team Leader fluent in German. In this role, you will lead a team of Customer Service Advisors, monitor performance, and deliver coaching to ensure exceptional service. This position offers flexibility with hybrid work options and the chance to support a friendly team in achieving service excellence.

Benefits

Training and Development opportunities

Friendly team working environment

Easily Accessible offices

Great progression opportunities

Qualifications

• Proven experience in a Team Leader or Supervisory role within a contact centre or customer service environment.
• Demonstrated success in coaching and developing individuals to improve performance.
• Experience working with planning teams for work allocation and volume management.

Responsibilities

• Lead and inspire a team of up to 12 Customer Service Advisors.
• Monitor quality of claim processing and contact handling.
• Handle escalated calls and complaints professionally.

Skills

Fluent or Professional level German

Strong leadership skills

Experience in a contact centre

Ability to handle escalated interactions

Strong interpersonal skills

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