Job Description

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 allow 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 with 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.

Key Responsibilities

To respond to all complaints received by our customers and representatives, meeting

our obligations as a company and our governing regulations.

To adhere to all company protocols and procedures To adhere to FCA and CBI rules and Non UK 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, following correct company procedure. 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 FCA regulations. Escalate training and competency issues to the Complaints Manager and relevant Team Leaders. To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant. To carry out any other ad hoc duties consistent with the position that may be required.

Knowledge, skills, and experience required

Knowledge and understanding of travel claims/products and or assistance experience

(Essential).

An understanding of Personal accident products and industry (Desirable). Knowledge and understanding of complaint handling and insurance regulation, FCA

guidelines (Essential).

An understanding and knowledge of the FOS and FSPO (Desirable) Excellent verbal and written communication skills (Essential). Excellent customer service skills (Essential). Confident in dealing with deadlines and delivering to targets and objectives. 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.

Person Specification

Self- motivated with the ability to work on their own initiative and to manage the

work assigned to them

* Providing excellent customer service with a passion