Jobs at Collinson

Purpose of the job

• To lead and manage a team of front office agents, ensuring the consistent delivery of exceptional customer service across all contact channels, including voice, digital, and written communications. This role is accountable for driving both individual and team performance against key metrics that support a high-performing, industry-leading multi-channel contact centre.
• The Team Leader will play a pivotal role in coordinating daily activities, aligning resources to meet service demands, and fostering a motivated, customer-focused team culture. They will also support continuous improvement initiatives and act as a key point of coordination for escalations and complex service issues, ensuring timely and effective resolution.
• Role hours are contracted per week, and as stated within the "Contract of Employment". From time to time, there will be requirement to work additional hours to meet business needs. These hours are not subject to overtime pay.

Key Responsibilities

• Lead, motivate, and manage a team of call centre agents to deliver outstanding customer service.
• Monitor team performance against KPIs (e.g. call handling time, customer satisfaction, quality scores) and drive continuous improvement.
• Provide regular coaching, feedback, and development opportunities to build a high-performing team.
• Manage team scheduling, adherence, and attendance to ensure optimal resource coverage.
• Collaborate with quality assurance, training, and workforce planning teams to improve agent effectiveness.
• Conduct regular team meetings and 1:1s to communicate updates, changes, and company goals.
• Identify trends and recommend process or system improvements.
• Foster a positive, inclusive, and accountable team culture.
• Act as a referral point for complex queries, complaints, and technical issues.
• Ensure all quality, regulatory, and procedural documentation is maintained and up to date.

Knowledge, skills and experience required

• Proven experience in a similar team leader or supervisor role within a medium size sales/service and claims call/contact centre.
• Experience managing multi-channel customer service environments.
• Strong people management and coaching skills with the ability to inspire and lead by example.
• Excellent communication and interpersonal skills.
• Data-driven with the ability to interpret performance metrics, take appropriate action and drive continuous performance improvement.
• Strong problem-solving abilities and a calm, customer-focused approach under pressure.
• Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Strong understanding of workforce management- forecasting and scheduling.
• Comfortable working in a hybrid and regulated environment.
• Demonstrates resilience
• 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.

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Purpose of the job

• To lead and manage Back Office team/s using effective work management principles, ensuring that behaviours consistently reflect company values. The role is accountable for delivering key outcomes by keeping performance standards, KPIs, improvement activities, and one-to-one actions on track and up to date.
• The Team Leader is responsible for allocating work, managing workloads, developing team members, and overseeing both individual and team performance. This includes resource management and ensuring quality and service standards are met through active performance routines and regular discussions. The role also involves contributing to process improvements, implementing solutions, and acting as a referral point.
• Role hours are contracted per week, and as stated within the "Contract of Employment". From time to time, there will be requirement to work additional hours to meet business needs. These hours are not subject to overtime pay.

Key Responsibilities

• Produce plans that achieve targets and meet customer requirements.
• Communicate business and team objectives to motivate and gain commitment.
• Allocate work based on customer priorities and optimal team performance.
• Actively monitor and manage individual performance to ensure targets are met.
• Implement and maintain a comprehensive set of performance measures.
• Produce and analyse management information to assess performance.
• Continuously improve business processes and team capability to enhance service and manage costs.
• Maintain quality, regulatory, and procedural documentation and standards.
• Provide coaching and feedback to team members.
• Act as a referral point for technical issues and complaints.
• Identify and implement solutions for non-compliant or inefficient processes.

Knowledge, skills and experience required

• Proven track record in maintaining accurate KPIs and metrics to inform planning and decision-making.
• Strong understanding of how performance data influences client satisfaction, stakeholder engagement, and financial outcomes.
• Skilled in developing both daily and strategic plans aligned with business targets and service standards.
• Experienced in effectively matching resources to workloads, including proactive backlog management.
• Capable of aligning work allocation with individual strengths to maximise productivity and motivation.
• Adept at communicating plans, objectives, and progress clearly to drive team alignment.
• Utilises visual tools and concise updates to foster engagement and support collaboration across teams.
• Recognises and celebrates team successes while promoting a culture of shared learning.
• Applies structured performance management through regular feedback, coaching, and development.
• Uses quality and quantity metrics to ensure team compliance and competence.
• Identifies training needs and supports development initiatives to mitigate skill gaps.
• Interprets management information to assess and enhance team and individual performance.
• Monitors operational trends to anticipate changes in workload and staffing requirements.
• Identifies inefficiencies and non-compliant processes, implementing improvements where needed.
• Champions continuous improvement in service delivery, quality standards, and internal relationships.
• Brings hands-on experience in a team leader or supervisory role
• Demonstrates strong people management and coaching capabilities, leading by example.
• Communicates effectively and builds strong interpersonal relationships.
• Applies a data-driven approach to interpret metrics and drive performance outcomes.
• Maintains a calm, customer-focused mindset with strong problem-solving skills.
• Proficient in contact centre systems e.g. CRM platforms, and reporting tools.
• Comfortable operating in hybrid and regulated environments.
• Resilient and adaptable in fast-paced, dynamic settings.

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About the Role:

• We’re hiring fluent German speakers to join our customer service and claims team. German is the most important requirement – if you can communicate confidently in German and English, we’ll teach you the rest.
• This is a great opportunity to start your career in insurance, with full training provided in claims handling, systems, and customer support.

What You’ll Do:

• Help German-speaking customers with claims and policy questions via phone and email
• Guide customers through the claims process in a clear, supportive way
• Handle queries and service requests with professionalism
• Learn to identify and escalate potential fraud
• Provide care and support to vulnerable customers
• Work with your team to deliver great service and meet performance goals

What You Need:

• Fluent German and English – written and spoken (this is essential)
• Great communication skills and a friendly, helpful attitude
• Willingness to learn – no prior insurance experience needed
• Comfortable using a computer and learning new systems

We Provide:

• Full training – no claims experience required
• A supportive team and structured onboarding
• Career development opportunities
• Competitive salary and benefit

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Purpose of the job

• The Full-Stack Data Engineer will play a critical role in Collinson's efforts to deliver secure by design customer-centric global solutions with a focus on hands-on execution. As a key member of the data engineering team, you will be responsible for designing, building, and maintaining data pipelines and infrastructure in both AWS and other cloud environments. Your hands-on experience in analyzing complex data patterns to gather new insights and trend.
• In this hands-on role, you will be tasked with leveraging your technical expertise to deliver secure customer-centric solutions that meet the unique needs of internal and external stakeholders across the Collinson group's global footprint. Additionally, you will have the opportunity to bring innovation to the team, using cutting-edge data engineering frameworks and techniques.
• As a Full-Stack Data Engineer, you will be expected to not only deliver on technical projects, but also to mentor junior members of the team and help them get up to speed quickly. Strong communication and interpersonal skills are essential, as you will be working closely with stakeholders and clients to understand their data needs and help bring their data-driven initiatives to life.

Key Responsibilities

• Deliver audit-ready and traceable solutions to support assurance, compliance reviews, and fraud risk monitoring.
• Develop and deploy data models that align with diverse business requirements across compliance, audit, fraud detection, and assurance.
• Design, develop, and maintain data pipelines for collecting, transforming, and loading data into various data stores.
• Build and maintain data warehousing and data lake solutions
• Develop and deploy data models that support various business requirements
• Write efficient and scalable code in languages such as Python, Scala, or Java
• Lead the design of data solutions with quality, automation, and performance in mind
• Own the data pipelines feeding into the Data Platform ensuring they are reliable and scalable
• Ensure data is available in a fit-for-purpose and timely manner for business and analytics consumption
• Work with Data Governance team to ensure solutions are compliant with regulations such as GDPR and CISO policies and data quality is baked-in to pipelines
• Maintain and optimise existing data pipelines to improve performance and quality, minimising impacts to business
• Collaborate with cross-functional teams to understand data requirements and provide support for data-driven initiatives
• Set and embed standards for systems and solutions, and share knowledge to keep the team engaged and skilled in the latest technology
• Prototype and adopt new approaches, driving innovation into the solutions
• Work closely with the Data Product Manager and Assurance Team to support alignment of requirements and sources of data from line of business systems and other endpoints
• Effectively communicate plans and progress to both technical and non-technical stakeholders
• Develop and implement the Data roadmap for strategic data sets
• Communicate complex solutions in a clear and understandable way to both experts and non-experts
• Mentor and guide junior members of the team to help them get up to speed in a short amount of time
• Interact with stakeholders and clients to understand their data requirements and provide solutions
• Stay up-to-date with industry trends and technology advancements in data engineering
• Promote the Data Platform and Data & Analytics team brand throughout the business and represent the interests of data engineering in cross-functional forums
• Champion the importance of modern data solutions across the business and support the education of colleagues on the business value of obtaining good quality data

Knowledge, skills and experience required

• Extensive experience leading AWS and cloud data platform transformations
• Proven track record of delivering large-scale data and analytical solutions in a cloud environment
• Hands-on experience with end-to-end data pipeline implementation on AWS, including data preparation, extraction, transformation & loading, normalization, aggregation, warehousing, data lakes, and data governance
• Expertise in developing Data Warehouses
• In-depth understanding of modern data architecture such as Data Lake, Data Warehouse, Lakehouse, and Data Mesh
• Strong knowledge of data architecture and data modelling practices
• Cost-effective management of data pipelines
• Familiarity with CI/CD driven data pipeline and infrastructure
• Agile delivery approach using Scrum and Kanban methodologies
• Ability to scope, estimate, and deliver committed work within deadlines, both independently and as part of an agile team
• Supporting QA and user acceptance testing processes
• Innovative problem-solving skills and ability to provide clear recommendations
• Understanding of the impact of changes to business rules on data processes
• Excellent communication and influencing skills, especially in regard to data solutions and outcomes
• Experience managing and leading a small team of data engineers
• Self-driven and constantly seeking opportunities to improve data processes
• Strong knowledge of how data drives analytical and reporting activities, including automated marketing and personalization capabilities
• Python, PySpark, SQL, NoSQL DBs (Mongo), Bash Scripting, Snowflake, Kafka, Nifi, Glue, Databrew, AWS, Kinesis, Terraform, APIs, and Lakehouse

Person Specification

• Self-motivator with a desire to learn new skills and embrace new technologies in a constantly changing technology landscape
• Ability to thrive in a fast moving environment
• Ability to show initiative, innovation and work independently when required
• Ability to work at pace and tackle project challenges in a collegiate, collaborative way
• Goal and outcome orientated
• Thoroughness and attention to detail
• Good communication skills (ability to present, inform and guide others)
• Ability to bridge communications between technical and business focussed groups
• Comfortable working with people at all levels in an organisation

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Key Responsibilities

• Hands-On Development - Design, implement, and optimise AWS infrastructure through hands-on development using Infrastructure as Code tools.
• Automation & CI/CD - Develop and maintain CI/CD pipelines to automate fast, secure and seamless deployments.
• Platform Reliability - Ensure high availability, scalability, and resilience of our platform, leveraging managed services
• Monitoring & Observability - Implement and manage proactive observability using DataDog and other tools to monitor system health, performance, and security, making sure we can see and fix issues before they impact users
• Cloud Security & Best Practices - Apply cloud and security best practices, including patching and secure configuration of networking, encryption (at rest and in transit), secrets and identity/access management
• Continuous Improvement - Contribute ideas and solutions to improve our DevOps processes
• AI & Future Tech - We want to push the boundaries of AI-driven development - if you have ideas on how to embed AI into our DevOps processes, you’ll have the space to explore them.

Experience

• Tech stack - We use Terraform, Terragrunt, Helm, Python, Bash, AWS (EKS, Lambda, EC2, RDS/Aurora), Linux OS & Github Actions. You’re comfortable with all of these, and have strong hands-on experience with Terraform and IaC principles, CI/CD and the AWS ecosystem.
• Proven experience with Networking (VPC, Subnets, Security Groups, API Gateway, Load Balancing, WAF) and Cloud configuration (Secrets Manager, IAM, KMS)
• Comfortable with Kubernetes, ArgoCD, Isitio & Deployment strategies (blue/green & canary)
• Familiarity with Cloud Security services such as Security Hub, Guard Duty, Inspector and vulnerability management/patching
• Observability Mindset - You believe in measuring everything. You’ve worked with DataDog (or similar) to ensure teams have visibility into platform health and security.
• Experience with embedding AI into DevOps processes is advantageous

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Purpose of the Job

• Taking inbound calls in a professional manner; handling and overcoming objections in a professional and effective manner; adhering to targets; taking inbound calls from an international customer base; handling both internal and external email correspondence to and from clients in line with quality standards; working towards resolution time periods, quality standards and targets.

Targets (weekly/monthly and incentive)

• Reaching call resolution timeously
• Reaching targets on a daily, weekly and monthly basis
• Adherence to schedule
• Meeting quality assurance selected targets
• Meeting all agreed KPI`s
• Develop excellent relationships with all stakeholders

Requirements:

• Fluent in Speaking, Writing and Reading Arabic
• Dealing with clients telephonically – above average telephonic communication skill
• Ability and willingness to work weekends and shifts as and when required
• Proven exposure to flexibility and easily adaptable to pressurized environments and change
• Proven customer service orientation and problem-solving ability in previous roles/career
• Must have applied foreign language in a corporate environment
• Ability to multitask

Nice to haves:

• Experience with working to targets
• Familiarity with call centre culture/environment
• Exposure to travel, either work related or extensive personal travel