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- Tasks: Lead a dynamic customer service team focused on pensions and drive improvements from day one.
- Company: Join a high-growth fintech startup with a commitment to innovation and customer experience.
- Benefits: Enjoy a competitive salary, performance bonuses, flexible working, and a range of health benefits.
- Other info: Embrace a people-first leadership style and enjoy excellent career development opportunities.
- Why this job: Shape the future of pension support while making a real impact in a fast-paced environment.
- Qualifications: Experience in managing customer support teams in regulated financial services is essential.
The predicted salary is between 45000 - 45000 £ per year.
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.
Customer Service Team Lead - Pensions (Remote within the UK) employer: Chip UK
Contact Detail:
Chip UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead - Pensions (Remote within the UK)
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Chip on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Team Lead.
✨Tip Number 2
Prepare for the interview by diving deep into SIPP and pensions. Brush up on compliance regulations and think of examples where you've led teams through challenges. We want to see your expertise shine!
✨Tip Number 3
Show off your people skills! During interviews, share stories that highlight your leadership style and how you’ve motivated teams in the past. We love a people-first approach!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate candidates who want to shape the future of customer support with us.
We think you need these skills to ace Customer Service Team Lead - Pensions (Remote within the UK)
Some tips for your application 🫡
Show Your Passion for Pensions: When writing your application, let your enthusiasm for pensions shine through! We want to see how your experience aligns with our mission to shape customer support from day one. Share specific examples that highlight your knowledge and passion for the industry.
Tailor Your Application: Make sure to customise your application to reflect the job description. Use keywords from the listing, like 'FCA regulatory requirements' and 'customer insights', to demonstrate that you understand what we're looking for. This helps us see how you fit into our vision!
Highlight Your Leadership Style: We’re keen on a people-first leadership style, so don’t forget to showcase your approach to managing teams. Share stories about how you've motivated and developed high-performing teams in the past. This will help us envision you leading our Customer Service team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we stand for!
How to prepare for a job interview at Chip UK
✨Know Your Pensions Inside Out
As a Customer Service Team Lead for Pensions, it's crucial to be the go-to expert on SIPP products. Brush up on the latest regulations and customer insights related to pensions. This will not only help you answer questions confidently but also show your potential employer that you're genuinely passionate about the role.
✨Showcase Your Leadership Style
The job requires a people-first leadership approach, so be ready to discuss how you've developed high-performing teams in the past. Share specific examples of how you've motivated your team, handled performance management, and fostered a supportive environment. This will demonstrate that you can lead effectively from day one.
✨Prepare for Data-Driven Discussions
Since the role involves tracking SLAs and KPIs, come prepared to talk about your experience with data analysis in customer service. Think of examples where you've used data to drive improvements or solve problems. This will highlight your operational sharpness and ability to make informed decisions.
✨Align with Company Values
Chip values diversity and equal opportunity, so it’s important to reflect this in your interview. Be ready to discuss how you’ve contributed to an inclusive workplace in the past. Showing that you align with their values will set you apart as a candidate who fits well within their culture.