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About the Role

As a Contact Centre Team Leader, you will lead, motivate, and support a team of 12-15 Customer Service Advisors, ensuring great customer service and acting as the subject matter expert for vulnerable customers. This role offers a great opportunity to develop a varied and rewarding career with a company that invests in, recognises, and rewards its people.

Responsibilities

• Lead, motivate, and support a team of 12-15 Customer Service Advisors.
• Act as the subject matter expert for vulnerable customers.
• Provide key support to consumers, brokers, and commercial businesses via phone and email.
• Coach, support, and develop the team, building their abilities.
• 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.
• Embed and continuously improve vulnerable customer processes, ensuring clear escalation routes and effective use of reasonable adjustments.
• 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 for 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.

Requirements

• Proven experience leading teams supporting vulnerable customers.
• Strong understanding of regulatory expectations (including Consumer Duty) and best-practice approaches to delivering fair, consistent, and customer-centric outcomes.
• 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.

Skills

• Leadership
• Motivation
• Support
• Customer Service
• Vulnerable Customer Expertise
• Coaching
• Continuous Improvement
• Regulatory Compliance (Consumer Duty)
• Customer Advocacy
• Team Engagement
• Performance Management
• Communication
• MS Office

Location

• Remote
• Occasional travel to Leatherhead or London offices

Work Type

• Remote
• Full-time

Experience Level

• Team Leader experience
• Experience within a Financial Services environment

Salary/Compensations

• Competitive salary

Benefits

• Workplace pension scheme
• Private Medical cover
• Dental cover
• 25 days annual leave (plus bank holidays)
• Options to purchase up to 5 days holiday per year
• Support and investment in personal development
• 24/7 access to Employee Assistance Programme
• 24/7 access to Mental Health First Aiders

About the Company

• Premium Credit is the leading provider of insurance premium finance and a range of annually charged services in the UK and Ireland.
• We are a multi-award-winning business lending more than £6 billion to over 3 million customers through almost three thousand partners.
• We have a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.4, and a Silver Sustainability medal.
• We are ranked #51 Best Workplaces 2026 (Large).

Equal Opportunity

• 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.
• Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply?