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 colleagues globally.
What doestheClient Operations Executive at Collinsondo
Thepurpose of the Client Services Account Executive role within theTravel Experiences Operations team is to provide administrativesupport to the Client Operations Account Managers who look afterexisting B2B accounts across CEMEA and EUregions.
KeyResponsibilities of this roleinclude
* Provideoperational administrative support to the Account Managers as andwhen required.
* Help action the daily activitiesassociated with B2B clients ;
* Production ofmonthly membership and visit billinginformation;
* Investigation of disputes andcomplaints and resolution to a satisfactoryoutcome;
* Creation and distribution of accountinformation management information andreporting;
* Maintenance of the client programadding card holders renewing card holders creating whitelists andblacklists.
* Onboarding of clients to agreedimplementation specifics andtimelines;
* Communicate with Clients on aregular basis and respond to basic queries andrequests.
* Join weekly / monthly &quarterly meetings with key stakeholders & clientleadership as required to have an understanding of requirements andworkloads.
* Assist the Account Managers worktowards meeting SLAs and KPIs with team in alignment to accountMaster Service Agreements.
* Build a good levelof knowledge of the operational systems contractual and financialaspects of your accounts.
* Process stock ordersfollowing a goodpractice Sales Order Process (including ensuringinvoicing is carried out correctly in line with contractualagreements).
* Operate goodpractice businesssystems to support Account Managers and enable the smooth runningof the Operations Team.
* Work with AccountManagers to acquire and maintain expert knowledge of theoperational systems contractual and financial aspects of B2Baccounts to ensure smooth day to dayrunning.
* Maintain a strong awareness of goodpractice business processes and policycompliance.
* Support the Management Team inproviding detailed information on B2Baccounts.
* Where directed create produce andanalyse account information MI and reports in a meaningfulway.
* Liaise with finance technical andmarketing departments as and whenrequired.
* Follow business processes whenparticipating in testing of new deals implementations ordevelopments.
* Assist in the documentation ofprocesses for training education and businessawareness.
* Raise operational issues and bugs onbehalf of the team.
* Ensure internaldocumentation contains up to date Client and Deal information andcan be used as a point of reference by all areas of thebusiness.
* Perform any adhoc tasks and requeststhat arise in providing administrative support to theClient.
Keyskills and experience to be evidenced within your applicationincluded
* Experienceworking in a client facing account management role/customer serviceadvisoror an administration role.
* Accountsupport/admin/management experience gained within any sectorpreference can be given to individuals with banking or financeexperience.
* Ability to engage and communicateacross diverse internal & externalaudiences.
* Ability to work under pressure totight deadlines.
* Basic data analysis dataconsolidation and reporting experience.
* Goodunderstanding of contractualobligations.
* Experience in reconcilinginvoices.
* Experience in managingcomplaints.
* Fluent in English and a secondEuropean language would be desirable.
* Highlevel of numeracy and computer literacy (MSOffice).
* Advanced excel skillsessential.
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.