Customer Service Team Lead – Pensions

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🕒 April 17

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Chip - your wealth app

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

Finance • Fintech

Chip is a wealth app designed to help users save and invest effectively. With over 500,000 users, Chip offers competitive saving accounts such as Cash ISAs and Easy Access Savers with attractive interest rates, including tax-free options. The app uses award-winning AI to automate savings and offers investment opportunities through funds managed by leading asset managers like BlackRock and Vanguard. Featuring a user-friendly interface, Chip allows for seamless saving and investing, with enhanced security through FSCS protection. The app caters to both beginners and seasoned investors looking to maximize their wealth efficiently and effortlessly.

📋 Description

• The go-to person within CS for all things pension and SIPP — building and maintaining internal knowledge, guidance, and processes as the product evolves. • Primary CS liaison with the Product team — translating customer insight into actionable feedback, flagging friction points, and contributing to the pension customer experience roadmap. • Keeping across regulatory developments relevant to SIPP and pension products and ensuring the team is always up to speed. • Day-to-day line management of a broader CS team with a Pensions specialism — setting the standard, driving performance, and developing people. • Creating an environment where people are motivated, supported, and clear on what good looks like. • Representing Customer Support in the Pensions work stream — SLAs, KPIs, blockers, and solutions.

🎯 Requirements

• Experience managing customer support teams within an FCA-regulated financial services environment, pensions, investments, mortgages, financial advice, or similar. • A solid grasp of the compliance obligations that come with supporting customers on regulated products. • A natural subject matter expert, someone who builds knowledge, shares it well, and uses it to influence across teams. • A people-first leader with a genuine track record of developing and getting the best out of a team. • Operationally sharp, comfortable with data, SLAs, and the day-to-day reality of running a busy CS function. • Motivated by helping build and shape, not just maintain.

🏖️ Benefits

• Discretionary Performance-Related Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary. • Workplace pension scheme - contributing 5% on earnings up to £45,000. • Private medical insurance (medical history disregarded). • Employee Assistance Programme. • Cycle to work scheme. • Season ticket loan. • Free ChipX subscription for UK-based employees. • 28 days holiday plus bank holidays, plus the days between Christmas and New Year. • Annual training budget for courses, workshops, or conferences to help you advance your career. • £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing.