Customer Service Team Lead - Pensions (Remote within the UK)

Overview

Chip is launching a SIPP pension product and seeks a Team Lead to shape customer support from day one. The role leads the Pensions specialty within Customer Service, collaborates with Product, and drives improvement of support standards.

Responsibilities

• Act as the Pensions subject matter expert, building and maintaining knowledge, guidance, and processes.
• Collaborate with Product to translate customer insights into actionable feedback and contribute to the pension customer experience roadmap.
• Track regulatory developments related to SIPP and pensions and keep the team informed.
• Represent Customer Support in the Pensions work stream, managing SLAs, KPIs, blockers and solutions.
• Manage rota, leave, sickness cover and out of hours planning, ensuring risk based focus on customer impact.
• Provide escalation support on complex pension enquiries and lead continuous improvement through data driven insights.
• Ensure full compliance with FCA regulatory requirements in all customer interactions.
• Line manage a broader CS team specialising in Pensions, setting standards, driving performance, conducting 1 2 1s, probation reviews, OKRs, and performance management.
• Deliver day to day leadership by fostering motivation, support and clarity on high performance.

Qualifications

• Experience managing customer support teams within an FCA regulated financial services environment, including pensions, investments, mortgages or similar.
• Strong grasp of compliance obligations for regulated products.
• Demonstrated ability to build and share subject matter knowledge, influencing across teams.
• People first leadership style with a track record of developing high performing teams.
• Operationally sharp, comfortable with data, SLAs and the daily realities of a busy CS function.
• Motivation to build and shape rather than merely maintain.

Desirable

• Direct SIPP or pension product experience.
• Experience in environments moving toward personalised, regulated customer support.

Benefits

• £45,000 per annum base salary.
• Discretionary performance related annual bonus up to 10 % cash and 5 % shares.
• Workplace pension scheme-5 % contribution on earnings up to £45,000.
• Private medical insurance.
• Employee assistance programme.
• Cycle to work scheme.
• Season ticket loan.
• Free ChipX subscription for UK based employees.
• Flexible working arrangements.
• 28 days holiday plus bank holidays and Christmas/New Year closure.
• Annual training budget.
• £30 per month Chip Fitness benefit.
• Company laptop and high impact role in a high growth fintech startup.

Equal Opportunity

We are an equal opportunity employer and value diversity. All qualified applicants will receive consideration regardless of gender, race, sexual orientation, religion, age, disability status or caring responsibilities.