Collinson is a global leader in shaping and influencing customer behaviour to drive revenue and value for client; offering a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across three Divisions: Loyalty, Travel Experiences, and Insurance & Assistance. We provide unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services that increase engagement, loyalty and value for customers.

We have more than 25 years of experience, with 26 global locations, servicing over 800 clients in 170 countries, employing 2,000 staff, and managing over 20 million end customers. We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access program, Priority Pass™ to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Purpose of the Job

We are seeking a highly analytical, detail-oriented, and execution-focused Case Manager to oversee complex, high-risk escalations on behalf of executive leadership. This role is responsible for driving resolution of sensitive and high-visibility cases that require rigorous investigation, sound judgment, and cross-functional coordination.

About the Role

The Case Manager is responsible for managing complex customer cases, including escalated complaints, dispute investigations, and data privacy requests. This role operates within a structured governance and escalation framework, ensuring all cases are handled with urgency, accuracy, and full regulatory compliance. The Case Manager serves as a key liaison across internal teams and external partners to drive timely, fair, and well-documented resolutions while continuously improving the customer experience.

This role reports to the Senior Customer Relations Executive Supervisor and operates within a structured escalation, governance, and complaint management framework.

Key Responsibilities

1. Escalated Complaint Management

· Manage high-risk and executive-level customer complaints across multiple programs (e.g., Priority Pass, LoungeKey, Mastercard Airport Experiences).

· Investigate and resolve complex issues by coordinating with internal teams including Client Operations, Legal, Accounts, Partnerships, and Contact Centers.

· Provide clear, timely communication to stakeholders, ensuring all responses are well-reasoned and aligned with company standards.

· Identify trends and recurring issues, providing feedback to contact centers to support corrective actions and continuous improvement.

· Review customer interactions (e.g., call listening) to validate concerns and support resolution accuracy.

2. Dispute Resolution & Investigations

· Lead end-to-end management of customer disputes, including lounge access discrepancies, billing concerns, and potential fraudulent activity.

· Collaborate with external partners and internal support teams to validate claims and ensure fair resolution.

· Track and analyse dispute trends to identify systemic issues and recommend process improvements.

3. Data Privacy & GDPR Compliance

· Manage data privacy requests including Right to Be Forgotten (RTBF) and Subject Access Requests (SARs) in compliance with GDPR regulations.

· Coordinate with data protection and technical teams to ensure timely and accurate fulfilment of requests.

· Maintain reporting and documentation, including monthly metrics and compliance tracking.

· Handle customer privacy inquiries such as marketing opt-outs and data usage requests.

4. Cross-Functional Collaboration & Continuous Improvement

· Act as a central point of coordination across operations, compliance, technology, and partner teams.

· Log and track system or process issues (e.g., via Jira) impacting customer experience.

· Apply systems thinking to identify process gaps and recommend automation or efficiency improvements.

· Support a culture of accountability, quality, and customer-centric decision-making.

5. Ensure compliance to SLAs such as:

· Manage cases across multiple platforms (e.g., Salesforce, CMS, Outlook, Jira), ensuring accurate documentation and tracking.

· Case acknowledgement: 24 hours

· Initial review: 24–48 hours

· Lounge investigations: 5–10 days

· Interim updates: every 3 business days

· Reporting, and weekly status summaries as referenced in current

Job Requirements

· Strong background in handling escalated or executive‑level complaints, including cases involving legal, compliance, or reputational risk.

· Experience in customer service operations, ideally within contact centers or consumer advocacy environments.

· Demonstrated ability to work with cross‑functional teams (Legal, Compliance, Product, Operations, Commercial) to resolve complex customer issues.

· Excellent written and verbal communication skills for managing sensitive or high‑visibility customer interactions.

· Proficiency in Excel and experience with CRM/case management tools (e.g., Salesforce)

· Solid understanding of GDPR and regulatory compliance environments

· Excellent communication skills, with the ability to engage senior stakeholders

· High attention to detail, organization, and ability to manage multiple priorities under pressure

· Demonstrated ability to operate with urgency while maintaining accuracy and quality

· Knowledge, skills and experience required

Key Skills & Experience

· 1-2+ years in consumer operations, escalated complaints, or advocacy roles.

· Strong understanding of complaint management frameworks, regulatory requirements, and executive level issue handling.

· Excellent written and verbal communication skills, with ability to draft senior level responses.

· Ability to analyse trends, identify root causes, and recommend process improvements.

Comfortable collaborating cross functionally with Legal, Compliance, Product, Client Ops, Data Processing, and Contact Centres.