Contact Centre Team Leader

About the role

Premium Credit Limited is expanding its contact centre and seeks an experienced Contact Centre Team Leader to manage a remote team of 12‑15 customer service advisors. You will ensure high‑quality support for vulnerable customers and act as the subject‑matter expert on regulatory frameworks.

Key responsibilities

• Lead, motivate and develop a remote team of advisors, delivering consistent, empathetic service.
• Apply the Vulnerable Customer Framework and Consumer Duty to all interactions.
• Monitor and analyse call and email trends to improve customer experience and compliance.
• Escalate complex cases and ensure reasonable adjustments are made for vulnerable customers.
• Collaborate with fellow team leaders to share best practices and drive continuous improvement.

Required profile

• Proven experience in a financial services contact centre environment.
• Strong understanding of vulnerable customer regulations and consumer protection duties.
• Ability to coach, mentor and develop remote staff.
• Excellent communication skills, both written and verbal.

Required skills

What we offer

• Competitive salary and full‑time permanent contract (37.5 hours/week).
• Remote working with occasional travel to London or Leatherhead offices.
• Private medical and dental cover, workplace pension, and 25 days annual leave plus bank holidays.
• Access to Employee Assistance Programme, mental health first aiders, and personal development support.