Overview
German Speaking Team Leader role at Denise La Grassa
MTrec Commercial are proudly supporting our market leading client. Due to significant expansion they are seeking a motivated and attentive Team Leader who is fluent in German. The company is located just south of Newcastle City Centre with 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 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.
* Coaching: deliver regular 1:1s, feedback sessions, and performance reviews to 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.
* Collaborate with Forecast and Planning to allocate work effectively, monitor contact and claim volumes, and take proactive steps to achieve service level agreements.
* Support new team members through 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 or 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
* 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
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Management
* Industries: Strategic Management Services
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