Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.
The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.
We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, 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.
Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.
Equal Opportunities: Our commitment to inclusion
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: Act smarter, 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.
Purpose of the job:
To deliver a centralised, efficient administration service across Fulfilment, Claims, and Customer Relations, ensuring timely and accurate handling of customer correspondence, complaints, and data requests.
The role supports regulatory compliance (including GDPR and complaints handling standards), improves service delivery through effective mailbox and workflow management, and ensures that all customer communications are logged, processed, and responded to within agreed service levels.
This blended role maximises resource utilisation across administrative functions and provides resilience across teams, supporting a global operating model.
Key Responsibilities:
Fulfilment & Administration
Open, sort, and date-stamp incoming post in line with process requirements
Scan and accurately upload documents into internal systems
Print and distribute documentation where required
Produce and maintain operational reports
Set up Caravan & Camping claims/cases
Process excess payments for finance
Archive documentation in line with company policies
Manage new medical reports and associated documentation
Complete ad hoc administrative duties as required
Claims Mailbox & Correspondence Management
Manage shared claims inboxes across UK and non-UK business
Attach incoming correspondence to the correct claims accurately
Create new cases where required
Ensure all customer communications are acknowledged within SLA (e.g. 2-day requirement for non-UK cases)
Maintain mailbox control to prevent backlog and ensure service continuity
Support reduction of complaints driven by delays or missed communications
Customer Relations & Complaints
Log all complaints received in line with regulatory requirements and company standards
Ensure complaints are recorded accurately with correct root cause and categorisation
Support Customer Relations in maintaining audit trails and regulatory compliance
Refer non-complaint communications to the appropriate teams
Subject Access Requests (SARs) & GDPR
Manage and support Subject Access Request (SAR) processes
Gather calls, correspondence, and system data required for SAR fulfilment
Prepare, review, and redact files in line with GDPR requirements and timelines
Maintain SAR logs and ensure responses are delivered within legal deadlines
Work collaboratively with Compliance and Data Privacy teams
Cross-Team Support & Collaboration
Operate as part of a centralised administration team supporting multiple functions
Provide cover across Fulfilment, Claims, and Customer Relations during peak demand, absence, and training periods
Work collaboratively with Kells and CPT teams to ensure consistency and continuity of service
Support continuous improvement and efficiency initiatives across administrative processes
Other
Undertake any other reasonable duties as requested by your line manager in line with the scope and level of the role
Knowledge, skills and experience required:
Experience within Insurance, Travel, or Financial Services (preferred)
Experience in administrative, complaints, or claims support roles
Understanding of GDPR and Subject Access Requests
Experience managing shared inboxes and document workflows
Strong attention to detail and accuracy
Ability to manage multiple priorities and meet strict deadlines
Good understanding of complaints handling and regulatory requirements (FCA/ICOBS desirable)
Excellent communication skills, both written and verbal
Strong organisational and time management skills
Competent in Microsoft Office (especially Excel and Outlook)
Core Competencies
Highly organised with strong attention to detail
Adaptable and flexible across a blended role
A proactive team player with the ability to work across functions
Customer-focused with a commitment to service excellence
Able to manage workload independently and meet deadlines
Comfortable working in a heavily regulated, multi-tasking environment
Committed to continuous improvement and efficiency
Success Measures
SLA adherence for acknowledgement and correspondence handling
Accuracy and quality of complaint logging and SAR preparation
Reduction in complaints breaches linked to delays
Effective management of mailboxes and document workflows
Improved utilisation and efficiency across administrative functions
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:
Honesty, integrity and reputation
Competence and capability; and 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
Reward & Benefits: What's in it for me?
You can look forward to a competitive salary and benefit plan including but not limited to:
Employee Assistance Programme (EAP)
Priority Pass Membership
Workplace Pension Scheme with company contributions
VHI Healthcare Membership
Group Life Assurance (4× annual salary)
Cycle to Work Scheme
Length of Service Awards
Vision Care Allowance
Free onsite parking in Kells
