Assistant Customer Service Manager

About Selina

At Selina Finance our mission is to provide exceptional value with simple and flexible financial products. Were achieving this by building a next-generation digital lender targeting homeowners across the UK. More than 2tn of equity value is locked up in UK homes while homeowners still need to rely on high-interest-rate consumer loans credit cards or overdrafts. We believe this is unfair and unnecessary. We offer a financing product unlike anything else out there one that is as flexible as a current account as affordable as a mortgage and as easy to apply for as a consumer loan.

We are building an incredible team and culture of high performance development reward and recognition ready for the next phase of our adventure and this is where you come in!

We have quite a few things to be proud of:

We have 19 different nationalities across our London Manchester offices

Voted as one of the fastest-growing businesses in the UK by Business Leader Growth 500 for 2025

Voted top 30 of Tempos 100 best start-ups to work for 2023

Disability Confident Committed employer

BCorp Certified

Rated highly in our employee survey on:

Workplace Culture

Work Life/Balance

Employee Recognition

The Assistant Customer Service Manager will be responsible for the day-to-day running of the Customer Service Team ensuring efficiency and quality standards are continuously met. Although this role does not currently have direct line management responsibilities as the department continues to grow we foresee that the successful candidate will grow into a line management position.

Alongside this the Assistant Customer Service Manager will need to be adaptable splitting their time between driving the team efficiency and providing hands-on customer service support when needed. The position is suitable for someone who has a strong background in customer service and who has long term ambitions of growing into a management role.

What will you be doing

• Manage and allocate workload across executives associates and senior associates to meet SLAs and performance targets

• Use Salesforce dashboards and core tools to monitor productivity and quality

• Coach and support team members through regular side-by-side sessions and feedback

• Act as an escalation point for complex customer issues and oversee complaints in line with FCA requirements

• Complete monthly 1LOD quality assurance checks and drive continuous improvement

• Support reconciliation reporting and accurate maintenance of process and training documentation

• Work closely with the Senior Customer Service Manager on customer experience initiatives process improvements and leadership development

• Motivate and engage the team to achieve individual and team KPIs while maintaining strong customer outcomes

About you:

Essential

• Strong communication leadership and problem-solving skills.

• 2 years Experience in customer service within financial services or lending.

• Good numerical ability and excellent attention to detail.

• Comfortable working in a fast-paced operational environment

• Knowledge of FCA-regulated environments complaint handling and vulnerable customer support.

Desirable

• Experience working in unsecured or secured lending environments

• Ability to balance customer outcomes with commercial and regulatory requirements.

• Experience using CRM systems and working with KPIs.

Behaviours & Attributes

• Ambitious and career-driven with a long-term aim to move into leadership

• Professional resilient and comfortable handling objections and escalations

• Customer-centric mindset: does the right thing for the customer while meeting business goals.

• Positive attitude team player and open to feedback and coaching.

• Organised and disciplined with time workload and personal development time.

Progression Pathway

This role is designed as a pipeline into a future leadership role. There is no specific timeline for when this will be achieved but the ideal candidate must be interested in leading a team in future.

What we offer:

• 40000 - 42000 base salary dependant on experience

• 25 days annual leave plus bank holidays

• 30 days work-from-anywhere allowance

• Bi-annual Bonus (discretionary)

• Volunteering allowance

• Growth Shares

• Annual L&D budget

• Cycle to work scheme

• 3% pension contribution

• Monthly socials

• Free access to mental health support via Spill

• A choice of benefits that work for you courtesy of our benefits platform Thanks Ben

• Annual 60 cycle allowance for Santander cycles or Evans (via Thanks Ben)

• Workplace Nursery Benefit allowing eligible nursery costs to be paid via salary sacrifice

Our Values

Our values underpin how we work together as a high-performing team driving our growth and success.

TakeOwnership - We all act as owners. We make decisions in the best interest of the company. We pride ourselves on solving problems not finding barriers. We have a bias for action; we move fast and we deliver.

CustomerObsessed - We all act as owners. We make decisions in the best interest of the company. We pride ourselves on solving problems not finding barriers. We have a bias for action; we move fast and we deliver.

DriveChange - We all act as owners. We make decisions in the best interest of the company. We pride ourselves on solving problems not finding barriers. We have a bias for action; we move fast and we deliver.

EmpowerOurTeam - We believe that collaboration and teamwork are the cornerstones of success and we set up our team for great achievements

We are an equal opportunities employer and are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender age disability religion belief sexual orientation marital status or race or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We also welcome and encourage applications from traditionally underrepresented categories and provide feedback to any candidate we interview even if that feedback is speaking to another candidate being more suitable for the role.