Key Responsibilities

Complaint & Dispute Management

• Act as the primary point of contact for handling client complaints and disputes.
• Investigate issues thoroughly, ensuring root cause analysis and fair resolution.
• Maintain accurate documentation of all cases, actions taken, and outcomes.
• Escalate complex or high-risk disputes to senior management when necessary.

SLA & Performance Management

• Monitor and manage complaint resolution timelines to meet strict client SLAs.
• Track case progress proactively, ensuring deadlines are consistently achieved.
• Provide regular reporting on SLA adherence, resolution rates, and client satisfaction.
• Identify risks of SLA breaches early and implement corrective actions.

Client Communication & Relationship Management

• Deliver clear, empathetic, and professional communication to clients throughout the dispute process.
• Keep clients informed of progress and resolution outcomes in a timely manner.
• Build trust by demonstrating accountability and transparency in handling disputes.

Continuous Improvement & Risk Mitigation

• Analyse complaint trends to identify recurring issues and recommend process improvements.
• Collaborate with internal teams (operations, compliance, legal, etc.) to address systemic problems.
• Contribute to policy and procedure updates to strengthen dispute management frameworks.
• Support training initiatives to enhance complaint-handling skills across the team.

Compliance & Governance

• Ensure all complaint-handling activities comply with regulatory requirements and company policies.
• Maintain confidentiality and data protection standards in all client interactions.

Knowledge, skills and experience required

• Experience working in a client facing account management role or an administration role.
• Account support/admin/management experience, gained within any sector preference can be given to individuals with banking or finance experience.
• Ability to engage and communicate across diverse internal & external audiences.
• Ability to work under pressure, to tight deadlines.
• Basic data analysis, data consolidation and reporting experience.
• Good understanding of contractual obligations.
• Experience in reconciling invoices.
• Experience in managing complaints.
• Fluent in English and a second European language would be desirable.
• High level of numeracy and computer literacy (MS Office).
• Advanced excel skills – essential.

Person Specification

• Simultaneously think strategically and act tactically.
• Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness.
• Commercially aware with a passion for efficiency and high quality operational delivery.
• Likes to work proactively, under pressure, to tight deadlines, in a dynamic environment.
• Collaborative in approach.
• Shows appreciation & understanding of wider business functions and how departments link together.
• Ability to identify and support in resolving issues, and know when escalation is required.
• Clear, honest and open in all communications.
• Excellent attention to detail.
• Can-do attitude ready to step in and help out where needed.
• Shows initiative.
• Strong operational and administration experience.

About us: Our story

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.

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• Hybrid work arrangement (work from home/office)
• 26 calendar days Annual Leave
• Health Insurance
• Maternity leave (6 months- Paid)
• Paternity leave (15 days- Paid)

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.

If you need any extra support throughout the interview process, then please email us at recruitment@collinson.com