Job Openings at Collinson

Purpose of the job:

• The PMO Support Officer provides administrative, scheduling, onboarding,
• resource-management, data-entry, and coordination support to the Portfolio Management Office. The role ensures portfolio operations remain organised, action items are tracked, and data is captured accurately — enabling the PMO to function efficiently and support multiple projects.

Key Responsibilities:

• Assist with setting up meetings, managing calendars, sending invites, coordinating attendees. 
• Support in preparing meeting agendas, capturing minutes, and documenting action items. 
• Prepare and distribute action-item summaries to PMO and relevant stakeholders; follow up to ensure completion.
• Maintain and update portfolio trackers, dashboards, resource registers, shared documentation, and data repositories. 
• Capture and update portfolio information in portfolio tools (e.g. Aha! Jira, SharePoint or similar),ensuring accuracy and completeness. :
• Provide guidance and support to teams on how to efficiently make use of existing reports, apply filters, and slice the data.
  Involved in reports creation and maintenance on the portfolio tool
  Contributes to maintaining portfolio data quality by frequently monitoring any data gaps around missing information or overdue risks, issues, milestones, initiatives. 
•  Assist with onboarding processes for new resources: collecting relevant info, access requests, welcome-packs, induction checklists. 
• Update records for existing resources (changes, extensions, exits) and ensure data stays current. 
• Support risk/issue/dependency tracking across the portfolio — basic logging and escalation support
• Assist in preparing slides, summary documents, meeting packs, and simple reports for governance and portfolio meetings. 
• Provide general administrative support to PMO team as required.

Experience & Qualifications: 

• 1–2 years’ experience in administration, coordination, office support, HR admin, operations support or similar.
• Demonstrated professionalism, work ethic, reliability, and stakeholder communication capability.
  A certificate or diploma (or higher) in Project Management, Portfolio Management, Business
  Administration, Office/Operations Administration, or related field is strongly preferred.
• Computer literate — proficient in MS Office (Excel, Word, PowerPoint). - Willingness and ability to learn and use PMO/process tools (e.g. Aha!, Jira, SharePoint, Teams).

Attributes: 

• Agile, adaptable — comfortable in a fast-paced environment with shifting priorities. - Organised and detail-oriented, especially with documentation, tracking and data accuracy. 
• Quick learner — able to pick up new tools, systems and processes. - Proactive and reliable — takes initiative, follows up actions, and ensures tasks are completed on
• time. 
• Strong communicator — clear, professional written & verbal communication, able to work with
• various stakeholders. 
• Good time-management, ability to multitask, and comfortable with routine coordination/admin duties.
• The successful candidate will demonstrate a willingness to contribute positively to PMO initiatives, assist with process improvements, and support the continuous evolution of portfolio management practices, helping drive successful delivery of organisational objectives.

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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, FC
• 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

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About the Role

• As a Claims & Customer Support Advisor, you’ll be the first point of contact for customers needing assistance with their travel insurance. You’ll assess claims, answer queries, support policy changes, and ensure our customers receive clear, compassionate and accurate information—every time.
• This is a key role where your communication skills, attention to detail and commitment to excellent service will make a real impact on customer journeys.

What You’ll Do

• Handle inbound claims calls and assess claims in line with policy wording and insurer guidelines.
• Review documentation and communicate decisions clearly and professionally.
• Respond to customer emails and enquiries within agreed service times.
• Manage inbound sales calls, mid-term adjustments, and general policy queries.
• Identify and escalate potential fraud cases.
• Support vulnerable customers with appropriate care and guidance.
• Assist with complaint identification and escalation.
• Process accurate and timely claim payments.
• Work in line with FCA regulations and Treating Customers Fairly (TCF) principles.
• Collaborate with internal teams to improve processes and customer experience.

What You’ll Bring

• You will be fluent in Italian ( both verbal and written)
• Matric or equivalent qualification.
• Minimum 1 year of experience in insurance claims—travel insurance experience is a strong advantage.
• Strong written and verbal communication skills.
• A confident and professional telephone manner.
• High attention to detail and accuracy in claims processing.
• Knowledge of FCA regulations and TCF principles.
• Ability to analyse data and documentation confidently.
• Experience with Gotrex or similar claims systems (advantageous).
• A positive, proactive and team-oriented mindset.
• Integrity, professionalism, and a customer-first attitude.

Why Join Collinson?

• Be part of a global organisation shaping the future of loyalty and travel experiences.
• Work with passionate teams supporting some of the world’s biggest travel, retail and financial brands.
• Collaborative, supportive and inclusive culture.
• Opportunities for growth and development.
• Work that truly makes a difference to customers when they need support most.

go to method of application »

About the Role

• As a Claims & Customer Support Advisor, you’ll be the first point of contact for customers needing assistance with their travel insurance. You’ll assess claims, answer queries, support policy changes, and ensure our customers receive clear, compassionate and accurate information—every time.
• This is a key role where your communication skills, attention to detail and commitment to excellent service will make a real impact on customer journeys.

What You’ll Do

• Handle inbound claims calls and assess claims in line with policy wording and insurer guidelines.
• Review documentation and communicate decisions clearly and professionally.
• Respond to customer emails and enquiries within agreed service times.
• Manage inbound sales calls, mid-term adjustments, and general policy queries.
• Identify and escalate potential fraud cases.
• Support vulnerable customers with appropriate care and guidance.
• Assist with complaint identification and escalation.
• Process accurate and timely claim payments.
• Work in line with FCA regulations and Treating Customers Fairly (TCF) principles.
• Collaborate with internal teams to improve processes and customer experience.

What You’ll Bring

• You will be fluent in Spanish ( both verbal and written)
• Matric or equivalent qualification.
• Minimum 1 year of experience in insurance claims—travel insurance experience is a strong advantage.
• Strong written and verbal communication skills.
• A confident and professional telephone manner.
• High attention to detail and accuracy in claims processing.
• Knowledge of FCA regulations and TCF principles.
• Ability to analyse data and documentation confidently.
• Experience with Gotrex or similar claims systems (advantageous).
• A positive, proactive and team-oriented mindset.
• Integrity, professionalism, and a customer-first attitude.

Why Join Collinson?

• Be part of a global organisation shaping the future of loyalty and travel experiences.
• Work with passionate teams supporting some of the world’s biggest travel, retail and financial brands.
• Collaborative, supportive and inclusive culture.
• Opportunities for growth and development.
• Work that truly makes a difference to customers when they need support most.

go to method of application »

Purpose of the job

• This is a high-paced, hands-on role supporting the Global Client Marketing team in delivering against key client priorities, particularly during crisis management and commercially sensitive situations. The ideal candidate is energised by a fast-moving environment, can pivot seamlessly between projects, and consistently delivers work of exceptional quality with meticulous attention to detail.
• You’ll work closely with senior leaders, client teams, and subject matter experts to shape and deliver both strategic and tactical communications for our clients who embed Priority Pass and LoungeKey into their benefits programmes to reward and retain their most valuable cardholders. The focus of this role is to shape our approach and develop messaging that protect and strengthen our client relationships during moments of uncertainty, change, or challenge.

Key Responsibilities

• Act as a flexible and proactive team player, partnering with Commercial teams to coordinate client responses and lead the development of clear, timely, and empathetic communications around business-critical issues such as service disruptions, commercial disputes, regulatory changes, or reputational risks.
• Build strong, collaborative relationships with Regional Marketing Managers, VPs, and Global Account Directors to deliver integrated, multi-market Initiatives and communications that are aligned, accurate, and strategically sound
• Multitask across diverse projects - from ad-hoc client issues and crisis response to routine yet essential deliverables such as tax, finance and invoicing updates while maintaining high delivery standards and alignment with global priorities.
• Produce and quality-check client-facing materials (GTM decks, FAQs, onboarding kits, videos, and engagement reports) with a focus on speed, accuracy, and professionalism.
• Help develop and implement global communication strategies to ensure consistent client messaging and rapid response across channels.
• Use Salesforce and analytics tools to track, measure, and report on engagement and campaign performance, ensuring insights inform future actions.
• Contribute to bi-monthly client updates and ad hoc global communications, ensuring key stakeholders are informed and aligned.
• Stay close to product updates and roadmaps, creating tailored GTM strategies to support new feature releases or client announcements.
• Operate comfortably in a high-velocity, evolving environment where flexibility and adaptability are essential.
• Balance multiple concurrent priorities, from client communications to foundational operational updates, ensuring all outputs meet global standards.

Knowledge, skills and experience required

• Degree educated or equivalent qualification
• 6/7 years’ experience in a b2c or b2b marketing communications role
• Demonstrated experience in corporate or internal communications within a complex, client-facing organisation. You understand how to communicate clearly and credibly on behalf of a business, especially in high-stakes situations
• Able to quickly assess complex situations, identify communication risks and opportunities, and develop clear, actionable communication strategies that align with business objectives
• Financial services, fintech or relevant travel background – knowledge of the payments industry and marketplace preferred
• Strong interest in travel and financial services trends and developments, particularly in terms of customer and digital trends.
• Demonstrate strong communication, attention to detail, and accountability in supporting the global team’s ambitious delivery goals.
• Thrive in a role where priorities can shift quickly, requiring a balance of strategic thinking and hands-on execution.
• Exceptional project management, collaboration, problem-solving, organizational, writing and presentation skills.
• Strong IT skills and proficient in using MS Office and Adobe creative suite programs
• Collaborative skills: You will be expected to collaborate with multiple teams across the business. This will often include the commercial and wider marketing department, project managers, product & propositions team, data & insights and senior executives.
• Communication skills: The ability to speak and write to a high standard is crucial. You will frequently have to distil complex information into a digestible format for different audiences in addition to writing engaging copy and telling the ‘story’ of our product and innovations.

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Purpose of the job

• The Real-Time Performance Specialist plays a critical role in ensuring the smooth and efficient operation of the contact centre by continuously monitoring live performance metrics across all customer interaction channels. This individual is responsible for maintaining optimal service levels, agent productivity, and grade of service targets through proactive, real-time decision-making.
• Acting as the frontline responder to fluctuations in call volume, staffing availability, and system performance, the specialist swiftly implements tactical adjustments, such as reassigning skills, modifying break schedules, or recommending overtime, to stabilise operations. They serve as a key point of contact for both agents and team leaders during live service hours, offering guidance, support, and escalation when needed.
• In addition to managing immediate operational needs, the Real-Time Performance Specialist contributes to longer-term efficiency by identifying behavioural trends, system bottlenecks, and opportunities for schedule optimisation. Their work ensures that the contact centre remains agile, responsive, and aligned with customer experience goals.

Key Responsibilities

• Monitor real-time call volumes, agent adherence, and queue performance across multiple channels (voice, chat, email).
• Take immediate corrective action to maintain service levels, including skill reallocation, break adjustments, and overtime/early release recommendations.
• Lead and facilitate Operational Intraday meetings to review performance and forecast alignment.
• Escalate significant deviations in performance to Team Managers and Workforce Planning.
• Communicate effectively with Team Leaders and agents regarding adherence, shrinkage, and performance issues.
• Monitor system outages or technical issues and coordinate with IT support to minimise disruption and ensure timely resolution.
• Support schedule optimisation by highlighting trends in agent behaviour, call patterns, and intraday demand fluctuations.
• Maintain accurate real-time logs of interventions, incidents, and escalations for audit and performance review purposes.
• Assist in implementing contingency plans during peak demand, unexpected events, or system failures.
• Collaborate with Workforce Planning and Operations to ensure alignment between forecast and actual performance.
• Provide real-time insights and recommendations to improve operational efficiency and customer experience.
• Ensure compliance with internal policies, data protection standards, and regulatory requirements during live operations.

Knowledge, skills and experience required

• Strong analytical and problem-solving skills with the ability to make quick, effective decisions under pressure.
• Excellent communication and interpersonal skills for engaging with agents, supervisors, and senior stakeholders.
• Proficiency in workforce management systems (e.g., NICE, Verint, IEX, Calabrio, or similar).
• Ability to work under pressure in a fast-paced, dynamic environment with shifting priorities.
• High attention to detail and accuracy in reporting and documentation.
• Flexibility to work shifts, weekends, and public holidays as required.
• Previous experience in a call/contact centre environment (real-time management experience preferred).
• Strong knowledge of key call centre KPIs (e.g., ASA, AHT, SL, Occupancy, Adherence) and operational metrics.
• Experience with multi-channel contact centres (voice, chat, email) in both remote and on-site environments.
• Familiarity with cloud-based contact centre platforms (e.g., AWS Connect, Genesys Cloud).
• Ability to interpret and act on real-time data dashboards and performance analytics.
• Experience in stakeholder management and cross-functional collaboration.
• Understanding of business continuity planning and operational risk mitigation.

The role may also include undertaking additional tasks or responsibilities as required to meet evolving business needs. You are expected to work such hours as may be reasonably required in the proper performance of your duties.

Competency – Level – Description

• Performance Management – High - Sets and delivers on personal and team goals effectively.
• Communication – High - Listens, articulates, and expresses information clearly and effectively.
• Team Working – Intermediate - Collaborates and respects colleagues to achieve collective success.
• Commercial Awareness – High - Understands market dynamics and manages team resources effectively.
• Client Service – Intermediate - Delivers outstanding service to clients and internal stakeholders.
• Innovation & Continuous Improvement – Intermediate - Seeks and implements improvements to processes and performance.
• Results Focused – High - Achieves objectives efficiently through effective time and task management.

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

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Purpose of the job:

• The Workforce Planning Manager is responsible for forecasting resource requirements and developing strategic staffing plans to support customer-facing operations, with a particular focus on B2C Front Office environments. This includes ensuring the organisation can meet service demands efficiently while maintaining high levels of responsiveness and customer satisfaction.
• Using historical data, predictive modelling, and business insights, the manager anticipates demand across multiple channels and translates forecasts into actionable plans. They collaborate with departments such as Operations, HR, and Finance to align workforce strategies with broader business objectives and operational realities.
• A key aspect of the role is the ability to present complex planning outputs in a commercially relevant way. The manager must communicate the financial and operational impact of resource decisions to senior stakeholders, support strategic planning, and continuously improve forecasting models and processes to enhance agility, scalability, and cost-effectiveness.

Key Responsibilities

Resource Forecasting:

• Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected business product trends.
• Analyse insights and trends, business forecasts, and operational metrics to anticipate resource requirements.
• Collaborate with finance and operational teams to align resource forecasts with business plans.
• Apply forecasting techniques tailored to B2C Front Office environments, considering customer behaviour, seasonal trends, and campaign impacts.
• Present forecasting outputs in a commercially relevant format to support strategic planning and investment decisions.

Resource Planning

• Create comprehensive resource plans to ensure the availability and efficient use of resources across the organisation (Short/Medium/Long Term).
• Monitor and adjust resource plans to address changes in demand, project timelines, and business priorities.
• Coordinate with various operational departments and clients to ensure alignment of resource plans with overall business objectives and operational targets.
• Facilitate regular meetings with key stakeholders to review resource forecasts, address challenges, and update plans.
• Communicate resource plans and changes effectively to all relevant parties.
• Ensure resource plans support both operational efficiency and commercial viability in high-volume B2C environments.

Data Analysis and Reporting

• Gather and analyse data to provide insights into resource utilisation and identify opportunities for improvement.
• Develop and maintain dashboards and reports to track resource metrics and performance indicators.
• Present findings and recommendations to senior management to support strategic decision-making.
• Translate operational data into clear, commercially focused insights for non-technical stakeholders.

Process Improvement

• Identify and implement process improvements to enhance the accuracy and efficiency of resource forecasting and planning.
• Utilise best practices, industry standards, and WFM technology to optimise resource management processes.
• Monitor the impact of changes and adjust as necessary to ensure continuous improvement.

Risk Management

• Assess potential risks related to resource availability and develop contingency plans to mitigate these risks.
• Ensure compliance with relevant regulations, standards, and internal policies regarding resource management.
• Conduct regular audits and reviews to maintain high standards of resource planning and utilisation.
• The role may also include undertaking additional tasks or responsibilities as required to meet evolving business needs. You are expected to work such hours as may be reasonably required in the proper performance of your duties.

Knowledge, skills and experience required

• Strong analytical and problem-solving skills.
• Proven experience in resource forecasting and planning within a B2C Front Office or contact centre environment.
• Strong understanding of customer demand dynamics and operational drivers in multi-channel service environments.
• Ability to interpret complex data and translate it into actionable plans and commercially sound recommendations.
• Skilled in presenting workforce strategies and performance insights to senior stakeholders, with a focus on financial impact and business alignment.
• Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).
• Strong analytical and problem-solving skills, with attention to detail and accuracy.
• Excellent communication and stakeholder engagement skills across operational and commercial functions.
• Experience in scenario modelling, capacity planning, and continuous improvement of forecasting processes.
• Commercial acumen with the ability to link operational planning to financial outcomes and strategic goals.
• Flexibility to adapt to changing business needs and work across time zones or geographies as required.

Competency - Level - Description

• Performance Management - High - Sets and delivers on personal and team goals effectively.
• Communication - High - Listens, articulates, and expresses information clearly and effectively.
• Team Working - Intermediate - Collaborates and respects colleagues to achieve collective success.
• Commercial Awareness - High - Understands market dynamics and manages team resources effectively.
• Client Service - Intermediate - Delivers outstanding service to clients and internal stakeholders.
• Innovation & Continuous Improvement - Intermediate - Seeks and implements improvements to processes and performance.
• Results Focused - High - Achieves objectives efficiently through effective time and task management.

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

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Purpose of the job

• The Senior Digital Marketing Executive plays a key role in managing and optimising digital content across multiple platforms, ensuring that updates are executed with precision, consistency, and in line with business objectives. 
• This role involves advanced content management, applying best practices in accessibility, SEO, and optimisation strategies. 
• The Senior Digital Marketing Executive serves as a subject matter expert in content management systems (CMS) and champions accessibility standards, collaborating with cross-functional teams to ensure continuous improvement and innovation in digital publishing.

Key Responsibilities

• Advanced Content Management & Maintenance
• Manage, update, and optimise digital content across CMS platforms, ensuring adherence to best practices in web standards, SEO, and accessibility.
• Lead the coordination of complex content updates across multiple websites, apps, and microsites, ensuring consistency with technical, design, and brand standards.
• Oversee the implementation of content changes, ensuring compliance with accessibility guidelines such as WCAG, and optimising for usability and inclusivity.

SEO, Accessibility & Content Optimisation

• Ensure all content updates are fully optimised for search engines and are accessible to all users, in line with SEO best practices and accessibility standards.
• Take the lead in ensuring digital content meets the latest accessibility guidelines, including WCAG, and work to integrate inclusive design principles into all updates and changes.
• Work closely with analytics and customer experience teams to track, test, and refine digital content, ensuring the most effective user experiences across platforms.
• Recommend and execute testing strategies to improve content layouts, navigation, and interaction points, ensuring accessibility is prioritised in all tests.

Collaboration & Leadership

• Collaborate with cross-functional teams, including developers and product teams, to ensure that content changes are implemented smoothly, efficiently, and in compliance with all relevant standards.
• Act as the lead CMS subject matter expert, advising teams on best practices for content updates, accessibility improvements, and digital optimisation.
• Guide the delivery of content updates, overseeing quality assurance processes to ensure accuracy, brand consistency, and compliance with both SEO and accessibility requirements.
• Continuous Learning & Development
• Stay updated on emerging trends in digital publishing, content management, SEO, and accessibility, ensuring all practices remain current and effective.
• Mentor and provide guidance to junior team members or other stakeholders on best practices in CMS use and accessibility.

Knowledge, skills, and experience required

Essential

• Bachelor’s degree in marketing, communications, or a related field.
• At least 4 years of experience in digital publishing, content management, or a related field, with a proven track record in managing complex digital platforms.
• Expert knowledge of content management systems (CMS) and advanced web publishing best practices
• Strong understanding of SEO principles and advanced knowledge of web accessibility standards such as WCAG.
• Excellent attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Strong communication and leadership skills, with a collaborative approach to cross-functional teamwork.

Desirable

• Experience with CMS platforms such as Contentful, WordPress, Sitecore, or similar systems.
• Experience with A/B testing and optimisation techniques.
• Proficiency in HTML and CSS for advanced content updates.
• Familiarity with UX/UI principles and experience with digital design optimisation.