Customer Service Associate

Selina Finance; Manchester, Malvern Hills; On-site; GBP 28,000 - 30,000; Full time

Job summary

Join a dynamic and innovative FinTech start-up as a Customer Service Associate, where you will play a crucial role in enhancing customer experiences. This fast-paced environment offers you the chance to take ownership of customer interactions, ensuring clarity and reliability in communications. You will be part of a high-performing team, focused on personal development and collaboration. With a strong emphasis on customer obsession and problem-solving, this role allows you to shape the future of a pioneering financial service. If you're passionate about making a difference and thrive in a supportive, evolving workplace, this is the opportunity for you!

Benefits

Bi-annual Bonus

Growth Shares

25 days annual holiday

Annual L&D budget

Cycle to work scheme

3% pension contribution

Monthly socials

Free access to mental health support

Annual £60 cycle allowance

Qualifications

• At least 2 years in Customer Service within a regulated financial environment.
• Experience providing support via phone and email, with webchat as a plus.

Responsibilities

• Manage customer interactions with reliability and accountability.
• Build effective relationships with stakeholders to provide top service.

Skills

Customer Service

Problem-solving

Communication

Empathy

Organizational Skills

Tools

Salesforce

Google Workspaces

Loan Servicing Systems

Job description

About Selina

At Selina Finance, our mission is to give people access to the wealth they have in their homes, and we’re doing that by building a next-generation digital lender, starting with a home equity loan product. More than £2tn 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:

1. Voted top 30 of ‘Tempos 100 best start-ups to work for 2023’
2. We have 19 different nationalities across our London + Manchester offices
3. Series B funded by leading VC funds
4. Disability Confident Committed employer
5. BCorp Certified

Rated highly in our employee survey on:

1. Workplace Culture
2. Work Life/Balance
3. Employee Recognition

We’re looking for a Customer Service Associate to join our Customer Service team here at Selina and take responsibility for our customer interactions. Working alongside Fiona, our Customer Service Manager and closely with Chris Hinchcliffe, our Head of Operations, you will be joining a team with a clear mission. Selina is a fast-paced environment and this role will certainly give you exposure and experience to many aspects of the customer service function.

We’re looking for a candidate who has a keen interest in being part of a growing FinTech start-up that is constantly evolving and improving. You’ll have a questioning mindset, a problem-solving attitude, and love working as part of a team, but also thrive when working with freedom and responsibility.

What will you be doing

• Taking responsibility for tasks and customer interactions, ensuring consistent reliability and accountability;
• Be clear, concise, and timely in your communications to ensure understanding among all customers and colleagues;
• Have a persistent and resilient approach to gain detailed knowledge of our servicing processes;
• Embrace a strong individual work ethic whilst being an integral part of a high-performing team;
• Consistent personal development to elevate the customer experience and push your colleagues to be the best they can be;
• Build effective relationships with key stakeholders to provide industry-leading service to all parties;
• Actively develop yourself and those around you via frequent opportunities to shadow and collaborate with team members;
• Shape the business through appropriate project participation and upskill yourself by engaging with our talented and diverse workforce.

What about you, what do you need to bring/have?

• Have at least 2 years experience in a Customer Service role within a regulated financial environment;
• Experience in providing customer support primarily via phone and email; experience with webchat is a plus;
• Proven ability to support vulnerable customers with empathy and professionalism, including handling complaints effectively;
• Want to be involved and shape an early-stage start-up;
• Be customer-obsessed and enjoy solving problems for customers and have a ‘Be kind, Be useful, Get-things-done’ mentality;
• Organised and detail-oriented, with a proactive approach to managing workload and priorities.
• A great communicator with the ability to manage conflicting and demanding situations;
• Acknowledging and learning from mistakes, embracing it as an opportunity for growth and development.

Things that would be nice for you to have (please do not let any of these points prevent you from applying):

• Prior experience at a fast-paced start-up/scale-up;
• Experience with Salesforce, Connex and Google Workspaces;
• Familiarity with loan servicing systems (e.g., Phoebus or equivalent platforms).

What we offer

• £28,000 - £30,000 base salary, dependent on experience;
• Bi-annual Bonus (discretionary);
• Growth Shares;
• 25 days annual holiday;
• 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, Ben.
• Annual £60 cycle allowance for Santander cycles or Evans (via ‘Ben’)

Our Values

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

Take Ownership - 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.

Customer Obsessed - We prioritize our customers and strive to meet their needs effectively.

Drive Change - We embrace change and seek to improve continuously.

Empower Our Team - 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.