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- Tasks: Handle customer queries with empathy and clarity, resolving issues effectively.
- Company: Join Selina, a fintech revolutionising home equity lending in the UK.
- Benefits: Enjoy hybrid working, a competitive salary, bonuses, and 25 days holiday.
- Why this job: Be part of a values-led team making a real impact in customers' lives.
- Qualifications: 6-12 months in customer-facing financial services; strong communication skills required.
- Other info: We celebrate diversity and welcome applications from all backgrounds.
The predicted salary is between 20800 - 36400 £ per year.
Join a Fintech That’s Changing the Game. At Selina, we’re building a next-generation lender that’s unlocking the £2 trillion trapped in UK home equity. 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.
We have quite a few things to be proud of:
- Voted top 30 of ‘Tempos 100 best start-ups to work for 2023’
- 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.
Contact Detail:
Selina Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive
✨Tip Number 1
Familiarise yourself with Selina's mission and values. Understanding their commitment to customer care and meaningful change will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare to discuss specific examples from your previous customer service roles. Highlight instances where you've taken ownership of a situation or improved a process, as this aligns perfectly with the proactive culture at Selina.
✨Tip Number 3
Research common customer queries in the financial services sector, especially related to home equity loans. Being knowledgeable about potential customer concerns will demonstrate your initiative and readiness to contribute from day one.
✨Tip Number 4
Showcase your communication skills by preparing to engage in role-play scenarios during the interview. This will allow you to demonstrate your empathy and clarity in handling customer interactions, which are crucial for the Customer Service Executive role.
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Understand the Company: Before applying, take some time to understand Selina Finance's mission and values. Familiarise yourself with their home equity loan product and how it differs from traditional lending. This knowledge will help you tailor your application and demonstrate your genuine interest in the role.
Highlight Relevant Experience: In your CV and cover letter, emphasise your customer-facing experience in financial services. Be specific about your roles and responsibilities, particularly those that involved problem-solving and customer support. Use examples that showcase your ability to handle queries with empathy and clarity.
Showcase Communication Skills: Since great written and verbal communication skills are essential for this role, ensure your application reflects this. Write clearly and concisely, and consider including a brief example of how you've effectively communicated with customers in the past.
Express Your Passion for Customer Service: Selina is looking for candidates who are customer-obsessed. In your application, convey your passion for helping customers and your desire to drive meaningful change. Share any relevant experiences where you went above and beyond to support a customer or improve a process.
How to prepare for a job interview at Selina Finance
✨Show Your Customer-Centric Mindset
Selina is looking for candidates who genuinely care about customers. Be prepared to share examples of how you've gone above and beyond to help customers in previous roles, demonstrating your empathy and problem-solving skills.
✨Familiarise Yourself with the Fintech Landscape
Understanding the fintech industry and Selina's unique position within it will give you an edge. Research their home equity loan product and be ready to discuss how it differs from traditional lending options.
✨Demonstrate Initiative and Ownership
This role requires taking ownership of customer queries and driving change. Prepare to discuss instances where you've identified issues and taken the initiative to improve processes or outcomes in your previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life customer service scenarios. Think about how you would approach common challenges in a customer-facing role, especially in a regulated environment like finance.
