Customer Service Team Lead

Responsibilities

• This role sits at the heart of one of Chip’s most significant product launches. As we bring our SIPP pension to market, we’re looking for a Team Lead who can help shape what great customer support looks like from day one, and grow with the proposition as it evolves
• As Chip’s proposition matures, our ambition is to move toward more personalised, regulated support for customers, and this individual is likely to play a leading role in shaping how CS delivers that
• You’ll be part of a broader CS team, leading on Pensions while contributing to the wider range of customer queries and subjects across Chip’s product suite
• You’ll report to the Customer Service Manager and work closely with colleagues across CS leadership to ensure consistency in standards, process, and direction
• 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
• Playing an active role in how Chip develops more personalised, regulated support for customers over time
• Day-to-day line management of a broader CS team with a Pensions specialism — setting the standard, driving performance, and developing people
• 1-2-1s, probation reviews, personal OKRs, and performance management
• Experienced in having difficult conversations and comfortable holding people to account with fairness and consistency
• 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
• Rota management, leave, sickness cover, and OOH planning — always with a risk-based eye on customer impact
• Supporting the team with complex pension enquiries and acting as the escalation point when it matters
• Using data to understand performance, spot trends, and drive continuous improvement
• Ensuring full compliance with FCA regulatory requirements across every customer interaction

Working Hours

• Monday to Thursday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 4:00 PM (Start your weekend early!)

Benefits

• 28 Days of Holidays - Plus Public Holidays: Take 28 days to unwind and recharge, plus all public holidays. We prioritize your work-life balance so you can enjoy life outside of work.
• Private Healthcare with Bupa - Your Health, Our Priority: Get comprehensive care with Vitality’s private healthcare, where your medical history is disregarded, ensuring peace of mind whenever you need it.
• Chip Fitness Benefits - Your Wellbeing, Your Way: Support your fitness and mental wellbeing with access to classes, programs, and personal goals. We’ve got you covered!
• Employee Assistance Programme - We’ve Got Your Back: Access confidential support for personal or work challenges, including mental health resources and practical advice. We’ve got your back!
• Hybrid Working - Flexibility at Its Best: Work in the office 3 times a week, blending in-person collaboration with the comfort of home.
• Investing in Your Growth: We support your development with an annual training budget for courses, workshops, or conferences to help you advance your career.
• Pension: We invest in your future with a workplace pension scheme, contributing 5% on earnings up to £50,000. Plan ahead with confidence while you grow your career!
• Company Laptop - Work Anytime, Anywhere: Get a company laptop to stay productive on the go, wherever you are!
• Working Away Policy: Work from anywhere outside the UK for up to 90 days – take your job on the go!
• Cycle to Work Scheme - Ride in Style: Enjoy the Cycle to Work Scheme and pedal your way to a healthier, greener commute.
• Season Ticket Loan

Qualifications

• Motivated by helping build and shape, not just maintain
• A natural subject matter expert, someone who builds knowledge, shares it well, and uses it to influence across teams
• Experience managing customer support teams within an FCA-regulated financial services environment, pensions, investments, mortgages, financial advice, or similar
• A people-first leader with a genuine track record of developing and getting the best out of a team
• A solid grasp of the compliance obligations that come with supporting customers on regulated products
• Operationally sharp, comfortable with data, SLAs, and the day-to-day reality of running a busy CS function
• Experience in or adjacent to environments moving toward more personalised, regulated customer support
• Direct SIPP or pension product experience
• We’re looking for someone who’s genuinely excited about Chip and energised by the opportunity to help build the future of wealth, making saving, investing and pensions simpler and more accessible for everyone