Collinson is a global, privately-owned company focused on enhancing travel experiences. It serves over 400 million consumers through services in airport experiences, loyalty and customer engagement, and insurance.

It operates Priority Pass, the world’s leading airport lounge and travel experience program, offering access to 1,500+ experiences across 650+ airports in 148 countries. Collinson partners with major global brands including Visa, Mastercard, American Express, British Airways, HSBC, and more.

The company is known for its innovative firsts, such as launching the first global VIP lounge program and direct travel insurance sales in the UK. With a team of 1,800+ employees, Collinson is committed to social responsibility, innovation, and delivering exceptional customer experiences.

Collinson Insurance Division

Strategic acquisitions, brand rationalisations and complete re-launches in the last 18 months have marked the start of an incredibly exciting period of growth and further investment within the Insurance capability for the group. A forward-thinking, customer-centric approach, coupled with innovative insurance and assistance solutions will deliver significant growth over the coming three years. Today, we have retail, wholesale, underwriting and operational interests in the UK, mainland Europe, Australia, South Africa, Hong Kong, Singapore and the USA.

We deliver white-label or co-branded solutions for Travel, International Health and Personal Accident as well as Ancillary Motor, Home Emergency and Dental cover. Our flexible approach means that we can provide solutions from capacity only to fully-supported and fulfilled partnerships. We work with the travel trade, financial services companies, affinity groups and internet businesses across the world and we believe our innovative approach helps businesses grow.

Purpose of the job:

The purpose of the Administrator:

Email Management role is to provide efficient, accurate, and professional management of all inbound email correspondence including the creation of new claims, and responding to general enquiries.
This role ensures emails are correctly categorised, recorded, acknowledged, and actioned within Gotrex and Nexus, supporting timely claim handling, high-quality customer service, and effective risk management.

Key Responsibilities:

Email Management & Triage

· Monitor and manage shared inboxes in line with agreed service levels.

· Review incoming emails and determine whether they relate to:

· New claim

· Existing claim

· General enquiry

· Prioritise emails based on urgency, content, and risk.

System Administration (Gotrex & Nexus)

· Upload emails and supporting documents accurately to Gotrex.

· Create and update tasks in Gotrex and Nexus to ensure appropriate follow‑up and ownership.

· Ensure all system entries are clear, accurate, and comply with internal standards.

Customer Acknowledgement & Responses

· Send timely acknowledgements using approved email templates.

· Respond to general enquiries directly where appropriate, adapting responses rather than relying solely on templates.

· Ensure all written communication is professional, clear, and empathetic.

Risk & Escalation Management

· Identify and review high‑risk emails, including complaints, legal correspondence, vulnerable customer indicators, and potential regulatory issues.

· Escalate high‑risk or sensitive emails promptly in line with internal escalation procedures.

· Support accurate record‑keeping for complaints and legal matters.

Quality & Compliance

· Ensure all email handling complies with internal policies, data protection requirements, and regulatory obligations.

· Maintain a high level of attention to detail to ensure records are complete and auditable.

· Support team quality standards and contribute to continuous improvement in email-handling processes.

Knowledge, skills and experience required:

Essential

· Previous experience in an administrative or customer service role.

· Strong written communication skills with the ability to adjust tone appropriately.

· High level of attention to detail and accuracy.

· Ability to manage multiple tasks and prioritise workload effectively.

· Confidence using IT systems and case management tools.

Desirable

· Experience working with claims, complaints, or regulated environments.

Personal Attributes & Behaviours & KPIs:

Personal Attributes & Behaviours

· Calm and professional approach, particularly when handling complaints or sensitive emails.

· Organised and methodical, with a structured approach to work.

· Customer‑focused, with an understanding of the importance of timely and clear communication.

· Proactive and able to identify potential issues before escalation.

Key Performance Indicators

· Productivity

· Accuracy of email categorisation and system uploads.

· Timeliness of email acknowledgement and response.

· Effective identification and escalation of high‑risk emails.

· Quality and professionalism of written communication.

Regulatory Responsibilities:

· Adhere to relevant regulatory Conduct rules and the Firm’s code of conduct including but not limited to the Financial Conduct Authority and Central Bank of Ireland

· Undertake all regulatory training as prescribed by the company and comply with all policies relevant to your role

· Immediately report any known conflicts of interest in line with company policy

· Satisfy on an ongoing basis the company’s fit and proper requirements which as a minimum shall take account of your:

o Honesty, integrity and reputation

o Competence and capability; and

o Financial soundness

· Carry out the role with honesty and integrity in the best interests of the Firm and its customers

· Maintain a Duty of Responsibility for all activities managed within the role