- 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
- 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
- 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 Vitalitys 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
Experience managing customer support teams within an FCA-regulated financial services environment, pensions, investments, mortgages, financial advice, or similarMotivated by helping build and shape, not just maintainA natural subject matter expert, someone who builds knowledge, shares it well, and uses it to influence across teamsOperationally sharp, comfortable with data, SLAs, and the day-to-day reality of running a busy CS functionA solid grasp of the compliance obligations that come with supporting customers on regulated productsA people-first leader with a genuine track record of developing and getting the best out of a teamWe want real peoplePeople with interests, perspective and personalityPeople who are good to work with, especially when things get hardWe work in a regulated space, so the bar is highTechnical skills matter, obviouslyThe best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answersBut they’re not the only thing we hire forWe’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 everyoneBut we’ve built a team of smart, thoughtful people who care about doing great work and enjoy doing it togetherSo alongside the technical side, we’ll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindsetExperience in or adjacent to environments moving toward more personalised, regulated customer supportDirect SIPP or pension product experience
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