Customer Service Team Lead

About Us:

At MyFirst, we're on a mission to make insurance hassle-free for young drivers. Our awesome farm-based site provides a relaxed and friendly atmosphere, fostering teamwork and growth. With a range of company activities, events, and a fantastic fire pit on-site, you'll love being a part of our MyFirst family.

 

Are you a confident communicator who thrives on the phone and leads by example? At MyFirst, we’re on a mission to make insurance fair and accessible for young drivers—and we’re looking for a Customer Service Team Lead to manage, motivate, and guide our growing team.

Due to the location of our office being on a rural farm location you do need to be a car driver to reach our HQ.

Hours Monday to Friday 9-5 plus every other Saturday 10-3PM.

What you’ll do:

As our Customer Service Team Lead, you’ll be at the heart of our customer contact operation. You’ll take ownership of the team’s day-to-day performance, ensuring every customer interaction is professional, compliant, and leaves a lasting impression. Whether you’re supporting team members with tricky customer calls, handling escalated conversations yourself, or monitoring call quality and KPIs, your focus will be on delivering an exceptional phone-based service experience.

You'll help develop your team’s confidence and capability through coaching, training, and live call support. You’ll manage workflows and shift patterns (including some Saturdays) to ensure our lines are always well-covered, and work closely with other departments to help improve processes and the overall customer journey.

What we’re looking for:

• 2 - 3 years' experience in leading customer service teams—ideally in a fast-paced, contact centre environment
• Comfortable using customer service systems, CRMs, Microsoft Office, and handling high volumes of calls
• Experience in insurance or a regulated sector (plus familiarity with FCA and GDPR standards) is a real advantage
• A great communicator who’s calm under pressure, solutions-focused, and confident jumping on the phone one moment and then leading internal team coaching the next

Why work at MyFirst?

Join a fast-growing, ambitious company that’s shaking up insurance for young drivers. At MyFirst, you’ll get the chance to lead a friendly, driven team. We offer a competitive salary, commission opportunities, and a supportive environment where your voice (and your calls) matter.