Contact Centre Team Leader

About the role

Premium Credit is seeking a Contact Centre Team Leader to manage and motivate a remote team of 12‑15 Customer Service Advisors within a financial services environment. You will ensure high‑quality support for vulnerable customers and drive compliance with regulatory frameworks.

Key responsibilities

• Lead, coach and develop a team of remote Customer Service Advisors.
• Deliver consistent, empathetic service to consumers, brokers and commercial businesses via phone and email.
• Apply and embed the Vulnerable Customer Framework and Consumer Duty across the team.
• Monitor interactions, analyse trends and implement improvements to enhance customer experience and regulatory compliance.
• Conduct regular performance reviews and identify development needs.
• Facilitate weekly team briefings and promote company values.

Required profile

• Proven experience leading a contact centre or customer service team, preferably in financial services.
• Strong understanding of vulnerable customer handling and regulatory requirements.
• Excellent communication and coaching abilities.
• Ability to work remotely while travelling occasionally to offices in Leatherhead or London.

Required skills

What we offer

• Competitive salary.
• Workplace pension scheme.
• Remote working with occasional travel to office.
• Private medical and dental cover.
• 25 days annual leave plus bank holidays, with the option to purchase up to 5 additional days.
• 24/7 Employee Assistance Programme and Mental Health First Aiders.
• Support for personal development and career progression.