Italian Complaint Handler

Are you fluent in Italian and English and passionate about delivering excellent customer service? Our client is a leading global insurance organisation with an extensive international presence and a strong reputation for financial strength, underwriting expertise and high-quality customer service. We are currently supporting them in the appointment of an Italian-speaking Complaint Handler to join their established Complaints Team in Glasgow. This is an excellent opportunity for someone who enjoys investigating issues, finding fair solutions and helping customers.

You will play an important role in ensuring complaints are handled accurately, professionally and within required regulatory timescales. No previous complaints experience? No problem. We welcome applications from candidates with customer service experience gained in areas such as financial services, contact centres, retail or hospitality. Comprehensive training will be provided on complaints processes, procedures and regulatory requirements.

As an Italian-speaking Complaint Handler, you will take ownership of customer complaints from identification through to resolution. You will investigate concerns thoroughly, identify root causes and ensure customers receive fair and timely outcomes.

Key Responsibilities

• Identify, investigate and resolve complaints promptly and fairly.
• Thoroughly investigate complaints and accurately identify root causes.
• Prepare clear and accurate Final Resolution Letters.
• Manage an individual caseload and maintain an effective complaint pipeline.
• Work to agreed Service Level Agreements (SLAs) and regulatory deadlines.
• Meet required quality, efficiency and customer service standards.
• Follow established policies, frameworks and procedures.
• Participate in training and competency programmes to support your ongoing development.
• Maintain high standards of accuracy, professionalism and customer focus throughout the complaints process.

About You

We are looking for someone who can demonstrate:

• Fluency in Italian and English essential.
• Previous experience in a customer service environment.
• Strong listening skills and the ability to understand customer concerns.
• Excellent verbal and written communication skills.
• Good attention to detail and the ability to investigate issues logically.
• Strong organisational skills and the ability to manage a caseload effectively.
• Confidence using Microsoft Office applications.
• A genuine interest in helping customers and finding appropriate solutions.
• Previous complaints-handling experience is desirable but not essential.
• Insurance or financial services experience is desirable but not essential.
• Additional European language skills would be advantageous.

Why Apply?

This is a fantastic opportunity to join a respected global organisation where you will receive comprehensive training and support to develop your complaints-handling expertise. You will work within a diverse and collaborative environment, gain valuable experience within the insurance sector and benefit from an excellent employee benefits package. If you are a confident Italian and English speaker with a strong customer service mindset and enjoy investigating problems and finding solutions, we would love to hear from you. Apply today to find out more about this opportunity.