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. * Monday to Friday working hours * Hybrid working. The Company You’ll Work for: MTrec Commercial are proudly supporting our market leading client, who are seeking to employ an experienced Team Manager. The company are ideally situated just south of Newcastle City Centre, and have excellent links to public transport. If you feel you have the required skills and experience, then please apply for an immediate response! 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 quality of 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 pro...