Customer Service Complaints Team Manager

What is Chip?
Chip is your wealth app.
It gives you one easy place for your savings and investments.
So you can build, manage and grow your long term wealth.
Our mission and history Chip started out in 2017 as a clever app to help people save without lifting a finger.
In just a few years we've grown into an award-winning wealth app used by over 500,000 people.
Along that journey, our mission grew to "build wealth for our generation".
Which means we build everything with the intention that it'll make the Chip community wealthier, happier and more financially secure.
We want to unlock financial freedom and help people achieve their real long-term goals.
Our vision We know planning for your future can be a tedious, daunting task often avoided, so we want to change that.
We're building the wealth app for our community, giving them one place for saving and investing.
We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.
In practical terms this means adding more savings accounts and investment opportunities for Chip members to passively grow their wealth, combined with intelligent tools and intuitive features to make it easier for them to actively build up their wealth.
We're all huge believers in making managing wealth more effortless, and as automated as possible.
So everyone can feel empowered to focus on achieving the things that really matter to them.
Savings Chip is a trading name of Chip Financial Ltd and is authorised by the Financial Conduct Authority under the Payment Services Regulation 2017 for the provision of payment services.
Firm Reference Number 911255.
Only eligible deposits held in the Chip Savings Accounts (powered by ClearBank) are covered by the Financial Services Compensation Scheme ("FSCS") subject to eligibility.
To find out more and to check your eligibility please visit: fscs.org.uk/about-us/.
ClearBank is responsible for the provision of the Chip Instant Access Account, the Chip Prize Savings Account & the Chip Cash ISA.
This means deposits held across these accounts would be eligible for a total of £85,000 of FSCS protection ONLY.
There are certain situations where your deposits are not covered by FSCS, but are protected through the FCA's safeguarding rules.
For more information, please visit: https://getchip.uk/how-we-protect-your-money .
Prize Savings Account ("PSA") T&Cs, eligibility criteria and minimum average balance of £100 applies.
FSCS limits of £85,000 apply to eligible deposits.
Prizes are not cash and are applied to your PSA as a bonus.
Prizes become cash once you withdraw your entire PSA balance into your linked bank account.
Prizes are not eligible for FSCS protection.
This account does not offer interest.
For current prize values, entry and eligibility criteria and how to opt-out see: getchip.uk/legal/prize-savings-account-terms .
You can opt out of any or all prize draws at any time by contacting our Customer Success team via our in-app chat, or emailing support on ****** .
If you have opted out, you can opt back in at any time via the same channels.
You acknowledge that if you opt out, you will no longer be eligible for entry into prize draws.The PSA and prize draws are offered and managed by Chip.
ClearBank is responsible for only the provision of the account and holding your funds which are FSCS protected (subject to eligibility).
ClearBank is also responsible for the provision of the Chip Instant Access Account.
This means deposits held across both accounts would be eligible for a total of £85,000 of FSCS protection ONLY.? Investments Chip Financial (Investments) Ltd is authorised and regulated by the Financial Conduct Authority, under firm reference number 1005114.
When investing your capital is at risk, and the value of your investments can go up as well as down and you may receive less than your original investment.
Past performance is not a reliable indicator of future performance.
Chip does not provide investment advice, and you as an individual investor should make your own decisions or seek professional independent advice.Your money may be protected up to £85,000 by the Financial Services Compensation Scheme ("FSCS") under their Investment Scheme.
This means that in the event Chip Financial (Investments) Ltd is declared to be in default and cannot meet their obligations, you may be able to claim compensation.
It's important to understand that the FSCS doesn't cover you in the event that your investments go down and you get back less than what you put in.
Further information is available from the FSCS website ( fscs.org.uk ).
Chip Cash ISA Your Chip Cash ISA is a cash ISA provided by ClearBank Limited, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority under registration number 754568.
ClearBank Limited is approved by His Majesty's Revenue and Customers ("HMRC") for the purposes of the Individual Savings Accounts Regulations 1998 as an ISA manager.
ClearBank Limited is registered in England and Wales under company number 09736376 with registered office: ClearBank, Borough Yards, 13 Dirty Lane, London, SE1 9PA.
Your deposit is eligible for protection under the Financial Services Compensation Scheme ("FSCS").
Your eligible deposits with Clearbank Limited are protected up to a total of £85,000.
'Chip Financial Ltd ("Chip") is registered in England and Wales, registration number: #10113174 Our registered office is: Chip Financial Ltd, 7 Bell Yard, London, WC2A 2JRNote that Chip is not a bank, meaning that we do not have physical branches, issue debit bank cards nor are you able to access your Chip money via ATMs.
Chip does not provide financial advice and our services are only available via the Chip app.
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.
You will be a complaints expert and a proactive, self-starter, who is always looking for ways of improving our complaints process.
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.
What you can expect to be doing: 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 Operational management responsibilities 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 What we're looking for: 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 What we're really looking for: ? 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.
PERKS Discretionary share option bonus  Workplace pension scheme  Private medical insurance (medical history disregarded) Employee Assistance Programme Cycle to work scheme Season ticket loan Free ChipX subscription for UK-based employees We are an equal-opportunity employer and value diversity Flexible working arrangements Unlimited holiday (policy not to count) ? Annual £1500 Personal Learning Allowance £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing Company laptop Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup Our Interview Process: Video screen with someone from our Talent team Video interview with the hiring manager Final interview with the VP of Customer Success   Our mission is to build wealth for our generation Chip started out in 2017 as a clever app to help people save without lifting a finger.
Fast forward five years, and now we've grown into an award-winning wealth app used by over 500,000 people and managing over 4 billion pounds.
And we're not slowing down.
Our vision We know planning for your future can be a tedious, daunting task often avoided, so we want to change that.
We're building the wealth app for our community, giving them one place for saving and investing.
We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.
Who we are Chip has a creative and diverse team of 160, from all different backgrounds and industries.
We're driven and passionate people, but no one takes themselves too seriously.
Don't just take our word for it.
We have a few awards under our belt, including Best Personal Finance App at the 2022 & 2024 British Bank Awards.
Our Values Be ACCOUNTABLE Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible Be BOLD Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers Be COLLABORATIVE Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together Equal Opportunities We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.
You will be working in an inclusive environment and be encouraged to bring your whole self to work.
We will do all that we can to help you successfully balance your work and home life.
As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.
It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Note to Agencies Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page.
Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs.
Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency.
Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.