Customer Service Team Lead - Pensions

Title: Customer Service Team Lead - Pensions (Remote within the UK)

Location: Fora - Shoreditch - Montacute Yards London, E1 6HU United Kingdom

Department: Customer Support

Job Description:

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. Plan ahead with confidence while you grow your career! 

• 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: 

1. Video screen with someone from our Talent team

2. Video interview with the hiring manager

3. 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 £6billion 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 £50m 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.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.

Our Values

Be ACCOUNTABLE

Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible

Be BOLD

Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers

Be COLLABORATIVE

Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
 

Note to Agencies

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.