The Company Youll 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 Leaderwho 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 Youll Be Doing:
1. 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.
2. Take a hands-on approach to coaching, delivering regular 1:1s, feedback sessions, and performance reviews that support individual growth and development.
3. Monitor the quality of claim processing and contact handling to ensure accuracy, compliance, and excellent customer experience.
4. Carry out root cause analysis...