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Customer Service Team Leader


North Shields

Salary Dependent on Experience





Permanent – Full Time

Company Description

Rewards and Benefits on Offer

  • Pension – Employee 5% and Employer 3%
  • Free Parking on site
  • Free Breakfast for all staff
  • Death in service 3 times salary
  • Employee Assistance programme
  • Discount platform
  • Day off for your birthday
  • Free flu jabs for anyone that wishes to have them
  • Cycle to work scheme
  • Salary sacrifice Season ticket for the metro
  • Friendly working team environment


MTrec’s New Client Opportunity

MTrec Commercial is proudly representing our incredibly prestigious Newcastle based client with their plans for growth and expansion, for their state-of-the-art Customer Service operation.  

They are now looking to recruit a permanent Customer Service Team Leader as soon as possible to join their highly trained team and to work in an unbelievable office environment.

If you have a background in customer services and you can provide a great customer experience, please apply for an immediate response. You must be IT literate, experienced in dealing with customers in a professional manner and be able to also respond to customer service calls and emails.

You will be joining a truly expanding and dynamic company, a superb team-based culture, and huge opportunities to progress and advance your career. The company are looking for committed and hard-working customer service orientated individuals who are looking for a long-term permanent job opportunity.

Job Specification

The Role you will be Doing

  • To assign tasks to the team and ensure they are completed in a timely manner
  • Motivate and engage to drive productivity
  • Encouraging consistent performance
  • Perform file and telephone audits
  • Manage the phone lines
  • Support customers who may be complaining
  • Be a point of contact for team referrals
  • Perform monthly 1-2-1s with team members
  • Complete and document half year and yearly appraisals
  • Recruit and train new members of staff
  • Follow company processes for dealing with underperformance and absences


About You

  • Good communication skills.
  • Ability to “take ownership” of possible problem issues
  • Ability to work under pressure and with minimal supervision and referrals.
  • Good Knowledge of liability issues allowing decisions to be made which are accurate and sustainable. 
  • Good knowledge of company policy documents and the Company’s strategy and procedures relating to it.
  • Conversant with the company’s procedures in particular to their reserving and closure policy.
  • Pro-active approach to “capture” third parties by phone to meet targets.
  • Supervising team to achieve following KPI’s.