Active Jobs at Collinson

Role purpose:

• The purpose of the role will be to deal with inbound claims calls, claims assessment, incoming e-mails, and conversational claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service.
• There will also be a requirement to make outbound calls. Alongside the claims aspect, the role will be for customer support and advice for policy cover and adjustment on the easyJet product.
• To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationship and process efficiency. To support colleagues on a day-to-day basis.

Key Responsibilities:

• Process claims based on policy details, insurer guidelines, and industry best practices.
• Provide clear, accurate advice on policy coverage, claim decisions, and required documentation.
• Respond to customer inquiries (calls and emails) promptly, within 24 hours for emails.
• Handle inbound sales, adjustments, and service queries with a focus on service quality and conversion.
• Detect and escalate potential fraud cases, ensuring compliance with prevention measures.
• Manage claim recoveries and customer complaints, ensuring timely resolutions.
• Assist vulnerable customers with appropriate support and service.
• Meet productivity targets while maintaining quality in claims, calls, and email management.
• Ensure timely, accurate claim payments to customers and third parties.
• Adhere to FCA regulations, including Treating Customers Fairly (TCF) principles.
• Collaborate with teams to enhance workflows and customer experience.

Experience & Skills:

• Education: Matric or equivalent.
• Fluent in German & English ( both written & verbal)
• Experience: 1+ year in insurance claims with knowledge of travel insurance products.
• Skills: Detail-oriented claim validation, strong communication skills (verbal and written), and numeracy for data accuracy.
• Regulatory Knowledge: Understanding of FCA regulations and TCF principles.
• Systems: Experience with Gotrex claims system is ideal or similar.
• Personal Traits: Motivated, proactive, organized, and professional with strong customer service and problem-solving skills.

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Purpose of the job

• To handle all complaints received in accordance within the business and if you can, 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. To Manage all escalated cases to completion.

Key Responsibilities

• To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.
• To adhere to all company protocols and procedures
• To adhere to agreed internal complaint handling policies as well as ADR rules and 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, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting .
• 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 complaint policy changes.
• Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.
• To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.
• To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
• To manage and be responsible for any Compensation payments and managing the log and finance for these payments
• To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures
• Ensure all customer communications are processed accurately and within defined timelines.
• Maintain accuracy in claims assessment and processing.
• Deliver high-quality customer service, both internally and externally.
• Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims.
• Demonstrate the ability to work effectively under pressure. · Foster a positive team spirit and collaborative working environment.
• Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets.
• Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.

Knowledge, person specification, skills and experience required

• Knowledge and understanding of complaint handling and ADR (Essential).
• Excellent verbal and written communication skills (Essential).
• Knowledge of the Travel Experience products and Customers (Desirable)
• Excellent customer service skills (Essential).
• Confident in dealing with deadlines and delivering to targets and objectives.
• Knowledge and Understanding of the GDPR regulations and rules (Essential)
• Knowledge of Travel and appropriate Systems (Desirable)
• 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

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• We are looking for a confident and experienced Senior DevOps Engineer in Amazon Connect and Contact Centre Operations - Methodologies, Amazon Web Services (Cloud), Microsoft Teams as well as Windows Servers, with AWS Sys-Dev Ops level knowledge.
• Experience of Freshdesk/Freshworks beneficial. Experience in working within Compliance frameworks, such as PCI-DSS, ISO 27001 and SOC2.

Attributes

• Be able to manage competing priorities and remain customer focused.
• Remain calm in stressful situations and focused on the job at hand. Interact with end users to provide daily support for Contact Centre Environment and infrastructure.  On occasion be willing to work additional hours due to incident/outage.  Self-motivated to learn new technologies.  ITIL Service Management experience.

Expectations 

• To evangelize and continuously improve Collinson Groups Contact Centre capabilities as well as ensuring that all products and projects are designed, delivered and supported according to business requirements. 
• To develop, support and configure the Contact Centre products/solutions. 
• Proactively identifying and resolving known errors and problems to minimize incidents.
• Perform daily checks across all platforms using monitoring solutions and escalate issues. 
• Identify any risks and/or concerns and implement remediation steps with regards to the application. 
• Active involvement in BCP/DR testing, including reporting. 
• Liaising with staff globally and forming strong working relationships. 
• Gather business and translate requirements when on/off-boarding new services and/or change requests. 
• Document newly learned processes to build Internal knowledge base. 
• Perform technical and analytical documentation of Contact Centre systems. 
• Recommend future upgrades and expansion opportunities. 
• Be the lead support for Amazon Connect and related technologies. 
• Be able to work unsupervised. 
• Produce high quality work. 

Technical Skills & Qualifications 

• AWS Sys & Dev Ops Experience. 
• Good fault-finding skills from End User Compute to Server and including AWS Connect Telephony platform. 
• Strong knowledge/understanding of Amazon Connect call flows, announcements, dial plans, skills, and routing. 
• EC2 / VPC & General AWS Environment services (e.g. CloudWatch, IAM, Lambda, DynamoDB, API Gateways, Security Hub, S3, SNS, Pinpoint, Contact Lens, Transcribe etc). 
• Strong Knowledge of Amazon Lex, Chat, Workspace and integrations to Amazon Connect. 
• Good Python, Java and SQL knowledge. 
• Escalate and chase known issues internally, following internal Incident Processes 
• Liaising with 3rd parties including service providers .
• Maintaining FreshService ITSM ticket queues – Updating and escalating as required .
• Strong Knowledge / Understanding of Contact Centre operations. 
• Good understanding and implementation of Compliance Standards / Frameworks, eg PCI-DSS, ISO 27001, SOC2 § AWS CCP Certification would be beneficial .

Beneficial 

• Scripting & database knowledge (e.g., JavaScript, Python and SQL) 
• Understanding of SIP, VOIP and WebRTC configuration and connectivity .
• General TCP/IP Networking § Contact Centre CRM knowledge – Ideally Freshdesk. 
• Contact Centre & Back Office administration & support. 

Key Performance Indicators 

• Successful project delivery. 
• Stakeholder / Business partner satisfaction. 
• Update fault/request logged on ticket system with comments in a timely fashion. 
• Ensure end to end task resolution including user/system testing. 
• Ensure effective troubleshooting. 
• Documented knowledge gathering. 
• Delivery of Project Objectives and Deliverables within agreed timelines.