Contact Centre Team Leader

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

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.

You will also:

• 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.

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.

To be considered as Contact Centre Team Leader, you will need:

• 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.

By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. PCL uses AI tools to assist with our review of applications, including to summarise CVs against relevant job criteria and transcribe interviews. However, our team always makes the final decision on any application.

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment. Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.