Contact Centre Team Leader

Contact Centre Team Leader

• Competitive salary of up to £34,000, depending on experience
• A workplace pension scheme
• Remote working, however must be able to travel very occasionally to one of our offices (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 £4.5 billion to over 2.5 million customers through a network of almost three thousand partners, and growing.

We are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.4 and a Silver Sustainability medal.

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.

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:

• Work with Team Leader colleagues to effectively run the Contact Centre operation
• Engage and communicate with your team and colleagues to ensure our vision and values are shared and understood
• Conduct performance reviews and identify any specific skill gaps
• Facilitate weekly team buzz sessions to share best practice and maintain strong communications
• Maintain a culture of high morale and deliver initiatives to drive team performance
• Support agent recruitment and develop talent for succession planning
• Manage team absences and holidays in line with company procedures
• Audit, monitor and review the quality of customer outputs to ensure standards are met, improved and remain compliant with regulations

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.

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

• 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. To view our Privacy Notice please go to: https://Recruitment-privacy-notice

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

So, if this role appeals to you and you’re looking to join an industry-leading organisation, please apply. Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply? We look forward to hearing from you.

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.