Customer Service Team Lead – Pensions Full Time NEW

This is a pivotal leadership role at the heart of a major new pension product launch, shaping how customer support is delivered from day one. You will lead a specialist team focused on SIPP and pensions, ensuring high-quality, compliant, and empathetic customer interactions. The role blends operational leadership, subject matter expertise, and cross-functional collaboration in a fast-paced fintech environment. You will act as the key bridge between customer support, product, and regulatory requirements, helping translate customer insight into meaningful improvements. As the pension proposition evolves, you will also contribute to defining more personalised and regulated support models. This is a hands-on leadership position for someone who enjoys building, improving, and scaling processes in a high-growth setting.

Accountabilities

You will lead the development and delivery of high-quality customer support for pension and SIPP products while ensuring operational excellence and regulatory compliance. You will act as the internal subject matter expert for pensions, supporting both customers and internal teams with complex queries and evolving product knowledge.

• Lead and manage a customer service team specialising in pensions, ensuring strong performance, engagement, and development
• Act as the pensions SME, building internal knowledge, processes, and guidance as the product evolves
• Serve as the key liaison between Customer Support, Product, and Compliance teams to improve the customer experience
• Oversee day-to-day operations including SLAs, KPIs, workforce planning, and escalation handling
• Ensure full FCA compliance across all customer interactions and support processes
• Analyse performance data to identify trends, risks, and opportunities for continuous improvement
• Support the design and delivery of more personalised and regulated customer support models over time

Requirements

You bring experience leading customer support or operations teams within regulated financial services, with strong knowledge of pensions or similar investment products. You are confident managing both people and operational performance in a fast-moving environment, and you combine technical understanding with strong leadership capability.

• Experience managing customer service teams in FCA-regulated environments (pensions, investments, mortgages, or similar)
• Strong understanding of regulatory and compliance requirements in financial services
• Proven ability to lead, coach, and develop high-performing teams
• Solid operational management skills, including SLAs, reporting, and workforce planning
• Experience handling complex customer issues and acting as an escalation point
• Strong data literacy with the ability to translate insights into actions
• Excellent communication and stakeholder management skills
• Desirable: direct SIPP or pension product experience and exposure to evolving regulated support models

Benefits

• Competitive base salary of £45,000 per year
• Discretionary performance bonus (up to 10% cash + 5% shares)
• Workplace pension scheme with employer contributions
• Private medical insurance and employee assistance programme
• 28 days holiday plus bank holidays and additional festive closure
• Flexible working arrangements and structured working hours with early Friday finish
• Annual training budget for professional development
• Cycle to work scheme and season ticket loan
• Free product subscription and wellbeing benefits including fitness allowance
• Equity participation and long-term incentive opportunities

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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