At a Glance
- Tasks: Lead and motivate a remote team of customer service advisors in a fast-paced environment.
- Company: Join Premium Credit, a leading provider in financial services with a commitment to diversity.
- Benefits: Enjoy competitive salary, private medical cover, 25 days leave, and personal development support.
- Other info: Great career growth opportunities in a supportive and inclusive workplace.
- Why this job: Make a real impact by supporting vulnerable customers and driving team success.
- Qualifications: Experience in leading teams and knowledge of contact centre operations is essential.
The predicted salary is between 35000 - 45000 £ per year.
We are growing our contact centre team and are currently hiring for a team leader who has experience within a Financial Services environment to motivate and support a team of remote customer service advisors.
Competitive salary
A workplace pension scheme
Remote working, however, must be able to travel very occasionally to one of our offices in Leatherhead or London
Full time hours (37.5 pw) worked Monday to Friday
Private Medical and Dental cover
25 days annual leave (plus bank holidays), with options to purchase up to 5 days holiday per year
Support and investment in your personal development
24/7 access to Employee Assistance Programme and Mental Health First Aiders
What We Do
Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £6 billion to over 3 million customers through a network of almost three thousand partners and growing.
The Role
This is an exciting time of growth for us, and we need a Contact Centre Team Leader to help us continue this success. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people.
As a Contact Centre Team Leader, you’ll lead, motivate and support a team of 12‑15 Customer Service Advisors, ensuring that great customer service and support is delivered and act as the subject matter expert for vulnerable customers. Communicating via phone and email, you and your team will provide key support to consumers, brokers and commercial businesses. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
- Provide expert guidance, coaching, and oversight to ensure consistent identification and application of the Vulnerable Customer Framework and Consumer Duty, driving compliant, empathetic, and customer‑centric outcomes across the team.
- Embed and continuously improve vulnerable customer processes, ensuring clear escalation routes and effective use of reasonable adjustments to meet individual customer needs.
- Champion customer advocacy by monitoring interactions, analysing trends, and using insights to enhance colleague capability, customer experience, and regulatory compliance.
- Collaborate with Team Leader colleagues to effectively manage and deliver Contact Centre operations.
- Drive team engagement through clear communication, ensuring company vision and values are understood and embedded.
- Conduct regular performance reviews, identifying development needs and supporting continuous improvement.
- Lead weekly team briefings (“buzz sessions”) to share best practice and maintain strong communication.
- Foster a high‑performance culture, implementing initiatives to boost morale and drive results.
- Support recruitment activities and develop talent to enable effective succession planning.
- Manage team absence and holiday requests inline with company policies and operational requirements.
- Monitor and review the quality of customer interactions, ensuring outcomes meet required standards and remain fully compliant.
Who Are We Looking For
If you’re an individual who thrives in a fast‑paced operational environment, has a passion for managing people and is looking to make a difference, then this is a brilliant opportunity to advance your career to the next level with a sector‑leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience.
- Proven experience leading teams supporting vulnerable customers, with a strong understanding of regulatory expectations (including Consumer Duty) and best‑practice approaches to delivering fair, consistent, and customer‑centric outcomes.
- A strong track record of leading others in a service‑oriented environment.
- Knowledge of contact centre operations.
- Knowledge of HR policies and procedures.
- Excellent customer focus.
- Strong MS Office capabilities.
- Experience of working in the finance sector and/or a regulated environment would be beneficial to your application.
Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. All postholders will be subject to appropriate pre‑employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.
Contact Centre Team Leader employer: Premium Credit Ltd
Premium Credit is an award-winning employer that prioritises employee growth and well-being, offering a competitive salary, hybrid working options, and extensive benefits including private health cover and a supportive work culture. With a strong commitment to diversity and inclusion, employees are encouraged to thrive in a collaborative environment where achievements are celebrated and personal development is actively supported. Join us in our London office and be part of a dynamic team that values your contributions and fosters meaningful career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the lookout for a Contact Centre Team Leader role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. Think about how you can showcase your experience with vulnerable customers and regulatory compliance, as these are key aspects of the role.
✨Tip Number 3
Don’t forget to research Premium Credit! Familiarise yourself with their values and mission. This will not only help you tailor your responses during interviews but also show that you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team at Premium Credit.
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Contact Centre Team Leader role. Highlight your leadership experience, especially in a financial services environment, and any relevant achievements that showcase your ability to motivate and support a team.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a team and how your experience aligns with our values. Don’t forget to mention your understanding of vulnerable customer needs and regulatory expectations.
Showcase Your Communication Skills:As a team leader, strong communication is key. In your application, demonstrate your ability to communicate effectively, whether through your writing style or by providing examples of how you've successfully led teams and engaged with customers in the past.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Premium Credit Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of the financial services sector, especially around vulnerable customers and regulatory expectations like Consumer Duty. Being able to discuss these topics confidently will show that you're not just a good leader but also well-versed in the specifics of the role.
✨Showcase Your Leadership Style
Prepare examples of how you've motivated and supported teams in the past. Think about specific situations where you’ve driven performance or improved customer service. This will help demonstrate your ability to lead a team of Customer Service Advisors effectively.
✨Engage with the Company Values
Familiarise yourself with Premium Credit's vision and values. During the interview, relate your personal values and experiences to theirs. This shows that you’re not just looking for any job, but that you genuinely want to be part of their mission and culture.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, company culture, and how they measure success in the contact centre. This not only shows your interest in the role but also helps you gauge if it’s the right fit for you.
