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.

About the Role

As a Claims & Customer Support Advisor, you’ll be the first point of contact for customers needing assistance with their travel insurance. You’ll assess claims, answer queries, support policy changes, and ensure our customers receive clear, compassionate and accurate information—every time.

This is a key role where your communication skills, attention to detail and commitment to excellent service will make a real impact on customer journeys.

What You’ll Do

• Handle inbound claims calls and assess claims in line with policy wording and insurer guidelines.
• Review documentation and communicate decisions clearly and professionally.
• Respond to customer emails and enquiries within agreed service times.
• Manage inbound sales calls, mid-term adjustments, and general policy queries.
• Identify and escalate potential fraud cases.
• Support vulnerable customers with appropriate care and guidance.
• Assist with complaint identification and escalation.
• Process accurate and timely claim payments.
• Work in line with FCA regulations and Treating Customers Fairly (TCF) principles.
• Collaborate with internal teams to improve processes and customer experience.

What You’ll Bring

• You will be fluent in Italian ( both verbal and written)
• Matric or equivalent qualification.
• Minimum 1 year of experience in insurance claims—travel insurance experience is a strong advantage.
• Strong written and verbal communication skills.
• A confident and professional telephone manner.
• High attention to detail and accuracy in claims processing.
• Knowledge of FCA regulations and TCF principles.
• Ability to analyse data and documentation confidently.
• Experience with Gotrex or similar claims systems (advantageous).
• A positive, proactive and team-oriented mindset.
• Integrity, professionalism, and a customer-first attitude.

Why Join Collinson?

• Be part of a global organisation shaping the future of loyalty and travel experiences.
• Work with passionate teams supporting some of the world’s biggest travel, retail and financial brands.
• Collaborative, supportive and inclusive culture.
• Opportunities for growth and development.
• Work that truly makes a difference to customers when they need support most.

Ready to apply?

If you’re passionate about delivering excellent customer journeys and want to grow your career in a global organisation, we’d love to hear from you.

Apply now.