Customer Service Executive

Selina Finance; Manchester; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

Selina Finance is seeking a passionate individual to join their growing team in Manchester. The role focuses on providing excellent customer service in a supportive, empowering environment. You will handle customer queries, work with multiple teams to drive service improvements, and contribute to Selina's mission of unlocking home equity for homeowners.

Benefits

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

Annual £60 cycle allowance

Qualifications

• 6–12 months’ experience in a customer-facing financial services role.
• Great written and verbal communication skills.
• Confidence using basic systems like Google Suite or Microsoft Office.

Responsibilities

• Handle inbound customer queries via phone, email, and SMS.
• Collaborate with Underwriting and Arrears teams to improve outcomes.
• Support complaint logging and regulated correspondence.

Skills

Communication

Empathy

Organizational Skills

Education

Apprenticeship or qualification in customer service or financial services

Tools

Google Suite

Microsoft Office

Job description

Join a Fintech That’s Changing the Game

Tired of reading job ads that all sound the same? Here’s something different.

At Selina, we’re building a next-generation lender that’s unlocking the £2 trillion trapped in UK home equity. And we’re not looking for just anyone. We want people who care about customers, take ownership of their work, and want to help drive meaningful change.

This isn’t a script-based, high-volume call centre role. You’ll be empowered to make a real impact, with time to understand customers, solve problems, and grow your career in a high-performing, values-led team.

About Selina Finance

We believe homeowners shouldn’t be locked out of using the wealth they’ve built. Our home equity loan product is designed to be as flexible as a current account, as affordable as a mortgage, and as easy to apply for as a consumer loan.

With Series B funding secured and rapid growth ahead, we’re scaling our Manchester operations—and that’s where you come in.

We have quite a few things to be proud of:

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

We have 19 different nationalities across our London + Manchester offices

Series B funded by leading VC funds

???? Disability Confident Committed employer
BCorp Certified

️ Rated highly in our employee survey on:

Workplace Culture

Work Life/Balance

Employee Recognition

What You’ll Be Doing

Take Ownership

• Handle inbound customer queries via phone, email, and SMS with empathy and clarity.

• Manage and resolve customer servicing requests using our internal tools and systems.

• Log and track queries to ensure SLA targets are met with high-quality responses.

Empower Yourself and Others

• Build confidence across teams—collaborating with Underwriting, Arrears, and other teams to improve outcomes.

• Take initiative on process improvements, documentation, and internal feedback loops.

️ Be Customer Obsessed

• Help customers navigate documentation, product queries, and post-application support.

• Support complaint logging and regulated correspondence to ensure every customer feels heard and supported.

Drive Change

• Identify patterns in customer queries and feed them into service improvement discussions.

• Contribute to projects that evolve our customer journey and help shape Selina’s service culture.

What You’ll Bring

• 6–12 months’ experience in a customer-facing financial services role (e.g., banking, lending, insurance).

• Great written and verbal communication skills.

• Confidence using basic systems like Google Suite or Microsoft Office.

• The ability to show empathy, take initiative, and stay organised in a fast-paced environment.

• Awareness (or willingness to learn) about the FCA-regulated environment we operate in.

Nice to Have (but not essential)

• Experience in complaints handling or regulated communications.

• Apprenticeship or qualification in customer service or financial services.

What You’ll Get

• A high-performing, friendly team that values your voice and empowers your growth.

• Structured onboarding, coaching, and ongoing development.

• Clear opportunities for progression within Selina’s Customer function and beyond.

• Hybrid working from our modern Manchester office.

• A culture that rewards curiosity, initiative, and innovation.

What we offer

• £26,000 base salary;

• 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’)

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.