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

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.