Complaint Handler - German or Spanish Speaker

Chubb; Glasgow; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading insurance company is seeking a Dutch-speaking Complaint Handler for its European Complaints Team. Based in Glasgow, you will manage and resolve complaints promptly and fairly. The role requires fluency in German, Spanish, or Polish and offers comprehensive training. Excellent communication skills and prior customer service experience are essential. Join a diverse team and thrive in an inclusive workplace.

Qualifications

• Previous experience in complaint handling or customer service.
• Fluency in German, Polish, or Spanish essential.
• Experience liaising with regulatory bodies is desirable.
• Insurance knowledge is a plus.

Responsibilities

• Identify, investigate, and resolve complaints promptly.
• Conduct thorough investigations to determine root causes.
• Draft clear Final Resolution Letters.
• Meet quality and efficiency standards.
• Manage caseload effectively.
• Participate in Training and Competency Framework.

Skills

Fluency in German

Fluency in Spanish

Fluency in Polish

Advanced English (C1)

Excellent listening skills

Strong communication skills

Experience with regulatory bodies

Proficiency in Microsoft Office

Job description

Are you fluent in German, Spanish or Polish and 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 Dutch-speaking Complaint Handler to join our European Complaints Team. This role can be based in either our Glasgow or Madrid 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 will also consider German or French language skills for this 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
• Work within Chubb’s standards and frameworks
• Participate in the Training and Competency Framework

Qualifications

• Previous experience in complaint handling or customer service
• Fluency in German, Polish or Spanish
• 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

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 will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.