Customer Care Specialist

Job Title:

Customer Care Specialist

Function:
Commercial

Location:

Peterborough

We are hiring for Customer Care Specialists at Compare the Market, a purpose‑driven business powered by tech and AI, aiming to make financial decision making a breeze for millions. As a digital‑first, customer‑facing specialist, your main responsibility is to manage and resolve customer queries and complaints efficiently, ensuring excellent customer outcomes and striving for first contact resolution. You will use your expertise in financial regulations and CTM products and services to address customer concerns, handle live chat queries, investigate complaints, and provide responses in line with regulatory guidelines.

• Ensure a seamless and positive customer experience across all digital platforms, including chat, email, and social media. Respond to queries and complaints, providing clear, accurate and timely information.
• Take full ownership of customer issues from initial contact to resolution, ensuring timely follow‑ups and proactive communication.
• Troubleshoot issues and provide information and support about our products and services.
• Investigate root causes of issues and escalates complex issues to the appropriate departments when necessary.
• Own and manage all customer complaints, delivering timely responses and maintaining strong, positive customer relationships throughout.
• Build and support relationships with third parties and work collaboratively with internal teams to ensure the most effective customer outcome is achieved.

• Excellent written communication skills, with a specific knowledge of the requirements of our regulators.
• Problem‑solving skills.
• Remain calm under pressure.
• Team player.
• Perceptive to the needs of others.
• Ability to multi‑task.
• Flexible.
• Able to adapt approach.
• Customer‑led.
• Attention to detail.

We’re a business built for pace and performance. You’ll be encouraged to think differently, act boldly, and deliver brilliantly in a culture that values results and rewards progress. We believe diverse teams make better decisions and are committed to creating an inclusive workplace where everyone feels empowered to grow, contribute, and thrive.