Complaint Handler - Polish Speaker

Are you fluent in Polish and English whilst passionate about helping customers? Do you enjoy investigating and resolving issues with care and precision? If so, we have the perfect role for you!

Join one of the world’s largest insurance companies, where you’ll have the chance to grow your skills, enjoy excellent employee benefits, and thrive in a diverse and inclusive workplace.

We’re looking for a Polish and English speaking Complaint Handler to join our European Complaints Team. This role is based in our Glasgow City Centre office. As part of the team, you’ll play a key role in ensuring complaints are assessed, managed, and resolved in a fair and timely manner. You’ll also handle a caseload of regulated complaints, investigating them in line with regulatory requirements. We are open to applications from candidates who would consider a fixed term contract (12 months) or a permanent role.

We welcome candidates with experience in customer service roles across industries such as financial services, call centre, or hospitality. Comprehensive training on complaint processes and regulations will be provided to set you up for success in this role.

Key Responsibilities:

• Identify, investigate, and resolve complaints promptly and fairly

• Conduct thorough investigations to determine root causes

• Draft clear and professional Final Resolution Letters

• Meet quality and efficiency standards set by Chubb

• Adhere to SLA and regulatory timelines

• Manage your caseload effectively

• Previous experience in complaint handling or customer service

• Fluency in Polish

• Advanced (C1) level of English (essential)

• Excellent listening skills

• Strong verbal and written communication skills

• Experience liaising with regulatory bodies (e.g., Financial Ombudsman) is desirable

• Proficiency in Microsoft Office packages

• Insurance knowledge is a plus, but not essential

We offer in return!

Competitive salary & pension scheme, discretionary bonus scheme, 25 days annual leave plus ability to purchase 5 additional days, hybrid working options, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Comprehensive Learning & development offerings, Employee Assistance program.

Integrity. client focus. respect. excellence. teamwork

Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.

Diversity & Inclusion. At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know.

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.