SIPP Pensions Support Team Lead

Chip UK; United Kingdom; Remote; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Salary 35,000–40,000 per year

Discretionary annual bonus

Workplace pension scheme 5% up to £40k

Private medical insurance

Employee Assistance Programme

Cycle to work scheme

Season ticket loan

ChipX subscription for UK employees

Flexible working arrangements

28 days holiday + bank holidays + days

Annual training budget

Chip Fitness Benefit £30/month

Company laptop

Huge impact on product in a high‑growt

Job summary

Chip is expanding its Customer Support function with a dedicated Pensions Team Lead to shape the SIPP offering from day one. You will lead a pensions-focused CS squad, translate customer insights to the Product team, and stay ahead of regulatory developments to deliver compliant, personalised support.

You will manage performance, conduct reviews, and ensure robust SLAs while fostering a supportive, high‑performing team culture in a fast‑growing fintech environment.

Qualifications

• 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.

Responsibilities

• 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.
• Operational management of SLAs, KPIs, and coordinating rotations, leave, and coverage.
• Using data to understand performance, spot trends, and drive continuous improvement.
• Ensuring full FCA regulatory compliance across every customer interaction.

Skills

Pensions knowledge

Regulated environment

People leadership

Data driven

SLAs & KPIs

Customer focus

Job description

Chip is expanding its Customer Support function with a dedicated Pensions Team Lead to shape the SIPP offering from day one. You will lead a pensions-focused CS squad, translate customer insights to the Product team, and stay ahead of regulatory developments to deliver compliant, personalised support.

You will manage performance, conduct reviews, and ensure robust SLAs while fostering a supportive, high‑performing team culture in a fast‑growing fintech environment.