Customer Service Complaints Team Manager, Chip
Plus discretionary share option bonus
More information about location
2-3 days a week in office
Savings and investment app
Job no longer available
Savings and investment app
201-500 employees
Job no longer available
Plus discretionary share option bonus
More information about location
2-3 days a week in office
201-500 employees
Company mission
To build wealth for our generation.
Role
Who you are
- You will be a complaints expert and a proactive, self-starter, who is always looking for ways of improving our complaints process
- Strong people management experience
- Experience in complaints management at a financial institution
- Excellent knowledge of management methods and techniques
- Experience in working to and delivering targets & KPI’s
- An ability to take ownership of customer issue
- Previous exposure to managing & motivating a team remotely
- Involvement in setting a clear mission and deploying strategies focused on delivery
- Ability to think strategically and to lead
- Advanced troubleshooting and multi-tasking
- Strong communication & negotiating skills
- Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future
- Although we’re in the financial space, and under the scrutiny that comes with it, the current customer service team works well together, and even sometimes with a smile. We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you
- We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us
- At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough
What the job involves
- As a Customer Service Complaints Team Manager, you will be reporting directly to the Head of Customer Service and you will be responsible for delivering CS complaints targets & KPIs and managing our team of Complaints Specialists
- You will ensure both efficient and high-quality service is being consistently delivered by all members of the team
- Your day-to-day responsibilities will be a mixture of operational duties and direct line management of the team
- Close collaboration will be required to ensure consistency across management styles, processes, and delivery of the future vision & direction of the CS function.You will also be accountable for complaints reporting and ensuring all metrics are reported accurately and in a time sensitive fashion
- To be successful, you will also be responsible for resource management, ensuring there is adequate cover to meet customer demand
- You will be identifying times when an increase in volume is likely and staffing up accordingly (changing working days, paying overtime, implementing different ways of working)
- You will be accountable for achieving complaints targets and being able to identify & resolve potential issues in complaints service delivery
- You will also monitor day-to-day real-time analytics to ensure all work streams are within SLA
- People management responsibilities for The Complaints Team
- Leading & motivating the team and ensuring they meet key KPIs
- Managing probation reviews
- Weekly/monthly 1-2-1’s
- Reviews & personal OKR’s
- Writing ‘Final Response Letters’ to customers
- Complaints reporting and escalations
- Health & wellbeing
- Performance Management
- Recruitment
- Organising OOH cover such as bank holidays and managing leave requests across the team. Always taking a risk-based approach considering the impact on business & customer
- Data collection to help drive performance and enhance the customer experience
- Data reporting and escalations to the wider business
- Supporting the team with customer complaints and responding to customers in periods of high volumes
- Accountable for the day-to-day management of all complaints work streams to ensure where possible that the team is working within SLA’s & KPI’s. Understand why targets have not been met and deliver solutions to address blockers in complaints delivery
- Considering alternative ways of working & operational efficiencies to provide a better customer journey
- Ensuring all aspects of compliance are adhered to
- Responding to real changes in customer demand to reduce any potential impact on service deliver
Application process
- We usually respond within three days
- Video screen with someone from our Talent team
- Video interview with the hiring manager
- Final interview with the VP of Customer Success
- At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough
Salary benchmarks
Our take
Chips offers a free app designed to make saving as easy as spending. Utilising an AI-driven system, the app calculates how much users could save, provides an option to decline, and automatically transfers the selected amount to the user's Chip account, streamlining the saving process.
Chip's popularity has seen some pretty rapid growth too, with users collectively saving more than £800M through the platform. Recently, the company completed a £6M funding round at a valuation of approximately £208M, backed by Channel 5 Ventures alongside its large base of retail investors. Since launching, Chip has raised around £48M through crowdfunding, with nearly 30% of the business owned by everyday investors.
Alongside its funding success, Chip has continued to refine its platform with automated savings tools, tailored investment portfolios, and educational features designed to make wealth-building more accessible. With this fresh capital and growing brand visibility, the company is most certainly going to be a serious force in the increasingly competitive digital wealth management market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 12 rounds)
Sep 2025
$22.9m
LATE VC
Dec 2023
$6.9m
LATE VC
Total funding: $107.8m
Company 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 Vitality's 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
Company HQ
London, UK
Leadership
Simon Rabin
(Co-Founder & CEO)Prior to co-founding Chip in 2017, Simon co-founded Roamer. They were also a Director at Txt2buy and a Marketing Manager at Unibutler.
Alex Latham
(Co-Founder & CMO)Alex previously worked in Marketing at Maxim and as the Head of Growth at Pineapple Punk.
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