Polish Complaints Handler

S1jobs; Townhead; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

25 days annual leave + option to buy 5

Private medical cover

Employee Share Purchase Plan

Life assurance

Job summary

Pertemps is recruiting for a global client in Glasgow City Centre for a bilingual Polish and English speaker to join a busy complaints team. The role is hybrid and requires current right to work in Scotland; experience in financial services customer service or call centre background is welcome.

You will handle complaints, investigate root causes, and craft Final Resolution Letters, working to SLAs and regulatory timelines.

Qualifications

• Fluent in Polish and English, written and spoken.
• Experience in complaint handling within financial services or call centres.
• Knowledge of SLAs and regulatory timelines.
• Experience liaising with regulatory bodies (e.g., Financial Ombudsman) is desirable.

Responsibilities

• Identify, investigate, and resolve complaints promptly and fairly.
• Investigate complaints, correctly identifying root causes.
• Draft Final Resolution Letters.
• Meet Quality and Efficiency Standards and regulatory timelines.
• Pipeline/caseload management for language skills including English.
• Follow company standards and participate in Training/Competency Framework.

Skills

Polish language proficiency

English language proficiency

Complaint handling experience

Microsoft Office

Customer service

Job description

Pertemps are currently working for a global client based in Glasgow City Centre who have a new role for candidates who are fluent in Polish and English. This role would suit someone who has experience in customer service from financial services, but they would also consider candidates from call centre. The role is working hybrid, salary up to £29k depending on experience and the benefits are fantastic.

YOU MUST ALREADY LIVE IN SCOTLAND WITH FULL RIGHT TO WORK STATUS

• Competitive salary & pension scheme
• 25 days annual leave plus ability to purchase 5 additional days
• Private Medical cover, Employee Share Purchase Plan, Life Assurance

Do you love helping customers? Are you curious and enjoy investigating and resolving complaints?

Key Responsibilities

• Ensure complaints are identified, investigated and resolved promptly and fairly
• Investigate complaints thoroughly correctly identifying root causes
• Write Final Resolution Letters
• Meet company’s Quality and Efficiency Standards
• Focus on SLA’s and Regulatory timelines
• Pipeline/Caseload management for your language skills including English
• Work to company Standards and Frameworks.
• Participate in the Training and Competency Framework

Qualifications

• Previous experience in a complaint handling role
• Fluent in Polish
• Fluent/Advanced English
• Excellent Listening Skills is a must
• High Standards of verbal and written Communication skills is a must
• Experience in liaising with the Financial Ombudsman or other regulatory body is desirable
• Experience of using Microsoft Office Packages
• Insurance knowledge desirable, but not essential