At a Glance
- Tasks: Lead a dynamic customer service team focused on pensions and enhance customer support experiences.
- Company: Join Chip, a fast-growing fintech startup revolutionising savings and investments.
- Benefits: Enjoy a competitive salary, performance bonuses, and flexible working arrangements.
- Other info: Be part of a diverse team with excellent career growth opportunities and a fun work culture.
- Why this job: Shape the future of wealth management while making a real impact on customers' lives.
- Qualifications: Experience in managing customer support teams in regulated financial services is essential.
Chip is on a mission to make saving and investing effortless for everyone. With a product suite spanning savings, ISAs, and investment accounts, we're now launching our SIPP pension — and we're looking for the right person to help us get it right for customers from day one. 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. If you're motivated by helping build something, not just running it, this is the right opportunity.
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.
What you can expect to be doing:
- Pensions SME
- 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.
- Leading your team
- 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.
- Operational responsibilities
- 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.
What we’re looking for:
- Essential
- 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.
- Desirable
- Direct SIPP or pension product experience.
- Experience in or adjacent to environments moving toward more personalised, regulated customer support.
What we’re really looking for:
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. We work in a regulated space, so the bar is high. But we’ve built a team of smart, thoughtful people who care about doing great work and enjoy doing it together. Technical skills matter, obviously. But they’re not the only thing we hire for. We want real people. People with interests, perspective and personality. The best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answers. So alongside the technical side, we’ll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindset. People who are good to work with, especially when things get hard.
Working Hours
Monday to Thursday: 9:00 AM – 6:00 PM
Friday: 8:00 AM – 4:00 PM (Start your weekend early!) Enjoy a structured yet balanced workweek, with an early Friday finish to kickstart your weekend!
PERKS
- £45,000 per annum
- Discretionary Performance-Related Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary.
- Workplace pension scheme - We invest in your future with a 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.
- We are an equal-opportunity employer and value diversity.
- Flexible working arrangements.
- 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.
- Company laptop.
- Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup.
Our Interview Process:
- Video screen with someone from our Talent team.
- Video interview with the hiring manager.
- Final interview with VP of Customer Support.
About Chip
Chip’s mission is to make your life wealthy. We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions. We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth. The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 400,000 active customers and looks after over £6 billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose.
Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs. Our funding story though is a little different. Chip is one of the most crowd-funded businesses in Europe, having raised over £50 million from 29,000 investors, over 9 years. Crowdfunding is in our DNA and only Brewdog has more investors than Chip.
Our vision To be the most personal digital wealth manager in the UK.
Who we are Chip has a creative and diverse team of 180, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.
Remote Customer Service Team Lead - Pensions (Remote within the UK) in Essex employer: Chip
Chip is an exceptional employer, offering a dynamic and supportive work culture that prioritises employee growth and well-being. With flexible working arrangements, a generous benefits package including a performance-related bonus, private medical insurance, and an annual training budget, employees are empowered to thrive both personally and professionally. As part of a fast-growing fintech startup, you'll have the unique opportunity to make a significant impact on innovative products while collaborating with a diverse team that values creativity and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Service Team Lead - Pensions (Remote within the UK) in Essex
✨Tip Number 1
Get to know Chip inside out! Familiarise yourself with our products, especially the new SIPP pension. This will not only help you in interviews but also show your genuine interest in what we do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. Engaging with our community can give you insights and maybe even a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle difficult customer situations or lead a team. Use real examples from your past experiences to demonstrate your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Chip family!
We think you need these skills to ace Remote Customer Service Team Lead - Pensions (Remote within the UK) in Essex
Some tips for your application 🫡
Show Your Passion for Pensions:When you're writing your application, let your enthusiasm for pensions and customer service shine through. We want to see that you’re genuinely excited about helping customers navigate their pension options and that you understand the importance of this role in shaping their experience.
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter to highlight your relevant experience in FCA-regulated environments. We’re looking for specific examples of how you've led teams and improved customer support, so don’t hold back on those details!
Be Authentic:We value real people with unique perspectives, so don’t be afraid to show your personality in your application. Share your interests and what drives you, as we want to know who you are beyond just your professional skills.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Chip
✨Know Your Pensions Inside Out
As a candidate for the Customer Service Team Lead role, it's crucial to be well-versed in pensions and SIPP products. Brush up on the latest regulations and common customer queries. This will not only show your expertise but also demonstrate your commitment to providing top-notch support from day one.
✨Showcase Your Leadership Style
Prepare to discuss your approach to leading a team, especially in a regulated environment. Think about examples where you've motivated your team or handled difficult conversations. Chip values a people-first leader, so highlight how you develop talent and create a supportive atmosphere.
✨Be Data-Savvy
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer support. Be ready to discuss how you've used data to drive improvements in past roles. This will show that you're operationally sharp and understand the day-to-day realities of running a busy customer service function.
✨Emphasise Your Passion for Building
Chip is looking for someone who’s excited about shaping the future of wealth management. Share your enthusiasm for building something meaningful rather than just maintaining it. Talk about your vision for personalised customer support and how you can contribute to Chip's mission of making saving and investing effortless.
