German Speaking Team Leader

MTrec Ltd; North East; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

An established recruitment agency, located in the North East, seeks an experienced Team Leader fluent in German to inspire a team of Customer Service Advisors. This remote/hybrid role offers a chance to lead quality assurance efforts, monitor performance, and deliver training. Ideal candidates will have supervisory experience in a customer service environment and a passion for nurturing team culture.

Benefits

Training and Development opportunities

Friendly team working environment

Great progression opportunities

Remote/Hybrid working

Easily Accessible offices

Qualifications

• Proven experience in a Team Leader role in customer service.
• Experience in a multilingual contact centre is advantageous.
• Ability to handle escalated customer interactions professionally.

Responsibilities

• Lead and inspire a team of Customer Service Advisors.
• Conduct regular coaching and feedback sessions.
• Monitor quality of claim processing to ensure excellent customer experience.
• Handle escalated calls and ensure timely resolution.

Skills

Fluent or Professional level German

Experience in a supervisory role

Strong interpersonal and leadership skills

Confidence using performance metrics

Excellent communication

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.