Assistant Customer Service Manager

About Selina

At Selina Finance, our mission is to provide exceptional value with simple and flexible financial products. We’re 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:

🌏 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.

• 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 1
  
  LOD 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.

• 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.

• 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.

• 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.

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.

• £40,000 – £42,000 base salary, dependant on experience.
• 25 days' annual leave, plus bank holidays.
• 30 days’ work‑from‑anywhere allowance.
• Bi‑annual bonus (discretionary).
• Vol…