Job Description

Purpose of the job

To support Complaints Administration and Email Administration if required.

The role supports regulatory compliance, 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

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

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

Cross-Team Support & Collaboration

• Operate as part of a centralised administration team supporting multiple functions
• Provide cover across 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
• 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 & Success Measures

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
• 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?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.