Collinson Group is a global leader in drivingloyalty and engagement for many of the worlds largest companies.Predominantly through the provision of travel related benefitswithin a market leading digital travel ecosystem. The group offersa unique blend of industry and sector specialists who togetherprovide marketleading experience in delivering products andservices across four core capabilities: Loyalty Lifestyle Benefitsand Insurance.
The group provides unrivalledinsight and expertise around affluent consumers and frequenttravellers creating and delivering products and services nowaccessible to over 400m end consumers.
We havemore than 25 years experience with 28 global locations servicingover 800 clients in 170 countries employing 1800people.
We have been bringing innovation to themarket since inception from launching the first independent globalVIP lounge access Programme Priority Pass to being the first tosell direct travel insurance in the UK through Columbus Direct andcreating the first loyalty agency of its kind in the travel sectorwith ICLP. Today we still invest heavily in innovation to ensurethat we continue to deliver superior customerexperiences.
Key clients include: Visa MastercardAmerican Express Cathay Pacific British Airways LATAM Flying BlueAccor EasyJet HSBC Chase HDFC.
Our mission isfocused on doing good beyond profit which for us means we seek outopportunities for our people to share in our success and that wegive back to the communities and people within which wework.
Never short of ambition the success of ourbusiness is delivered through the diverse and talented team of over1800 colleaguesglobally.
Therole:
The purpose ofthe role will be to deal with Travel Claims Assessment providingefficient friendly customer contact with accurate relaying ofinformation and high levels of customer service. There is arequirement to make outbound calls.
To provideverbal and written advice to customers on all aspects of claimshandling as well as providing a high level of service to ourexternal clients through client relationship and processefficiency.
To support colleagues on a day to daybasis.
KeyResponsibilities:
* Promotethe best image of the Company through a professional mannerandadhere to company standards and procedures
* Toreview claims in accordance with the policy wording and as definedby the Insurer.
* To provide comprehensive verbaland written advice on all aspects of Policy Wording in relation tocover and claims.
* To provide speedy telephoneresponse to all calls to Claims Department giving clear an accurateadvice to claimant.
* Where a claim is admissibleensure a detailed explanation is given and to follow this inwriting where requested.
* To accurately assessall claims and respond to claimant with concise letter detailingall further Information/documentation required to proceed withclaim or giving full explanation ofsettlement.
* Ensure all recovery aspects ofclaims are monitored and amounts due are obtained whereappropriate.
* To accurately input claimspayments to either clients or third party suppliers into the claimssystem.
* Ensure any potential fraud indicator isidentified and acted upon.
* Develop industrybest practices for customer service
* To achievehigh levels of Customer Service delivery based on company callhandling guidelines and standards.
* To work toagreed standards of accuracy quality and business procedures forall areas of call handling and processing
* Toadhere to all FCA compliance guidelines and standards for TreatingCustomers Fairly as covered in InductionTraining
* To work within the agreedinbound/outbound call handling and productivity standards in orderto achieve the Contact Centre servicelevels
Skills &Experienceneeded:
* Experiencein a customer facing role
* Previous experiencein a claims handling role (Ideal)
* Must be numerate andaccurate
* Excellent written and verbalskills
* Ability to work underpressure
* Confident and helpfultelephone manner
* Good organisationalskills
* Ability to work on owninitiative and as part of ateam
* Knowledge of the Magenta claimssystem or similar claimssystems
* Understanding of FSAregulations and the TCF concept(Ideal)
* Highly motivated forwardthinking and pro active
* Polite friendly andassertive
* Integrity and ability tomaintainconfidentiality
Collinsonis an equal opportunity employer and welcomes differences in alltheir forms including: colour race ethnicity gender identity sexualorientation neurodivergence family status age individuals withdisabilities and people from all backgrounds cultures andexperiences as we strongly believe this contributes to our ongoingsuccess.
We are focused oncontinually evolving our purpose driven high performing cultureproviding an environment where our people have the opportunity toachieve their full potential and do interesting and meaningfulwork. Our company values are: Act smarter Do the right thing Oneteam and Be insight led. These help guide everything we dointernally in terms of how we think act and interact right throughto how we deliver value to our customers and clients.
In your application pleasefeel free to note which pronouns you use (For example she/her/hershe/him/his they/them/theirsetc).
If you need any extrasupport throughout the interview process then please email us at
We also have our very ownBeacons (Domestic Abuse Advisors) supporting within each of ourglobal offices. Our Beacons will be your point of contact if you orsomeone you know needs support.