Pensions Support Team Lead

Chip – your wealth app; Greater London; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

£35,000 - £40,000 per annum

Discretionary Performance-Related A nn

Workplace pension scheme

Private medical insurance

Employee Assistance Programme

Cycle to work scheme

Season ticket loan

Free ChipX subscription

Flexible working arrangements

28 days holiday + BHs + days between x

Annual training budget

Chip Fitness Benefit

Company laptop

Huge impact on product

Job summary

Chip is building a SIPP pension offering and seeks a Team Lead in Customer Support to own pensions guidance, knowledge management and customer experience governance. You’ll partner with Product to translate insights into action and drive compliant, personalised support as the product matures.

You’ll lead a pensions-focused CS team, implement SLAs/KPIs, manage performance reviews, and ensure regulatory compliance while shaping how Chip delivers wealth services to customers in the UK.

Qualifications

• Experience managing customer support teams within an FCA-regulated financial services environment or pensions.
• Strong understanding of compliance obligations for regulated products.
• Natural subject matter expert who builds knowledge and shares it across teams.
• People-first leader with a track record of developing and getting the best out of a team.
• Operationally sharp with data, SLAs, and day-to-day CS management.
• Motivated by building and shaping, not just maintaining.

Responsibilities

• Lead a pensions specialist function within CS and maintain the knowledge base.
• Act as primary CS liaison with Product to translate customer insight into feedback.
• Keep across regulatory developments relevant to SIPP/pension products.
• Shape more personalised, regulated support as the product evolves.
• Manage day-to-day line management, OKRs, probation reviews, and performance.
• Represent CS in the Pensions work stream with SLAs, KPIs and blockers.
• Oversee rota management, leave, sickness cover and out-of-hours planning.
• Support with complex pension enquiries and act as escalation point.
• Use data to identify trends and drive continuous improvement.
• Ensure FCA compliance across every customer interaction.

Skills

Pensions knowledge

Team leadership

Regulatory compliance

Data-driven

People-first leadership

Process improvement

Job description

Chip is building a SIPP pension offering and seeks a Team Lead in Customer Support to own pensions guidance, knowledge management and customer experience governance. You’ll partner with Product to translate insights into action and drive compliant, personalised support as the product matures.

You’ll lead a pensions-focused CS team, implement SLAs/KPIs, manage performance reviews, and ensure regulatory compliance while shaping how Chip delivers wealth services to customers in the UK.