Collinson is a global loyalty and benefits company.

We use our expertise and products to craft customer experiences which enable some of the world’s best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.

We take our 30 years’ experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.

Purpose of the job

To handle all complaints received in accordance within the business and if you can, regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. To Manage all escalated cases to completion.

Key Responsibilities

· To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.

· To adhere to all company protocols and procedures

· To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.

· To carryout full thorough and fair investigations of all complaints received.

· Manage own workloads in a smart and effective way.

· Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.

· To keep accurate and detailed records of all complaints, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting .

· To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.

· Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads. 

· To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made. 

· To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant. 

· To manage and be responsible for any Compensation payments and managing the log and finance for these payments 

· To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures 

· Ensure all customer communications are processed accurately and within defined timelines. 

· Maintain accuracy in claims assessment and processing. 

· Deliver high-quality customer service, both internally and externally. 

· Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims. 

· Demonstrate the ability to work effectively under pressure. · Foster a positive team spirit and collaborative working environment. 

· Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets. 

· Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.

Knowledge, person specification, skills and experience required

· Knowledge and understanding of complaint handling and ADR (Essential).

· Excellent verbal and written communication skills (Essential).

· Knowledge of the Travel Experience products and Customers (Desirable)

· Excellent customer service skills (Essential).

· Confident in dealing with deadlines and delivering to targets and objectives.

· Knowledge and Understanding of the GDPR regulations and rules (Essential)

· Knowledge of Travel and appropriate Systems (Desirable)

· Attention to detail with good time management.

· Computer literate.

· Adaptable to change and flexibility to deal with any tasks as required and a good team worker

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).