Assistant Customer Service Manager in Manchester

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!

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

• £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).
• 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

• 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 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.
• Drive Change - 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.
• 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 that cannot be shown to be justifiable. We also welcome and encourage applications from traditionally under‑represented categories, and provide feedback to any candidate we interview, even if that feedback is speaking to another candidate being more suitable for the role.