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.
Day-to-day line management of a broader CS team with a Pensions specialism — setting the standard, driving performance, and developing people.
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.

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.

Discretionary Performance-Related Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary.
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.
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.

Customer Service Team Lead – Pensions

Key skills