Customer Service Advisor

Recruiter for this role: Job title Customer Service Advisor (Fixed term) Location Kells Career Level A1 Operating Company Insurance Department Operations Reporting to Front Office Team Leader Company Collinson is a global, privately-owned company focused on enhancing travel experiences. It serves over 400 million consumers through services in airport experiences, loyalty and customer engagement, and insurance. It operates Priority Pass, the world’s leading airport lounge and travel experience program, offering access to 1,500+ experiences across 650+ airports in 148 countries. Collinson partners with major global brands including Visa, Mastercard, American Express, British Airways, HSBC, and more. The company is known for its innovative firsts, such as launching the first global VIP lounge program and direct travel insurance sales in the UK. With a team of 1,800+ employees, Collinson is committed to social responsibility, innovation, and delivering exceptional customer experiences. Collinson Insurance Division Strategic acquisitions, brand rationalisations and complete re-launches in the last 18 months have marked the start of an incredibly exciting period of growth and further investment within the Insurance capability for the group. A forward-thinking, customer-centric approach, coupled with innovative insurance and assistance solutions will deliver significant growth over the coming three years. Today, we have retail, wholesale, underwriting and operational interests in the UK, mainland Europe, Australia, South Africa, Hong Kong, Singapore and the USA. We deliver white-label or co-branded solutions for Travel, International Health and Personal Accident as well as Ancillary Motor, Home Emergency and Dental cover. Our flexible approach means that we can provide solutions from capacity only to fully-supported and fulfilled partnerships. We work with the travel trade, financial services companies, affinity groups and internet businesses across the world and we believe our innovative approach helps businesses grow. Purpose of the job As a Customer Service Advisor, you will be the first point of contact for our customers, delivering exceptional service across multiple communication channels including phone, email, and digital platforms. Supported with script guides, you will play a key role in ensuring a seamless customer experience by resolving queries efficiently, accurately, and with empathy. You will work collaboratively within a high-performing team to meet service level agreements (SLAs), contribute to continuous improvement initiatives, and uphold the company’s values in every interaction. Key Responsibilities · Handle inbound and outbound customer interactions across voice, email, and digital channels. · Resolve customer queries and complaints effectively, ensuring first-contact resolution where possible. · Deliver claim outcomes through clear, empathetic conversations, guided by principles (or scripts dependant on local law). · Accurately log and update customer interactions in the CRM system. · Follow standard operating procedures and adhere to regulatory and compliance requirements. · Escalate complex or sensitive issues to the Front Office Team Leader or appropriate referral point. · Meet or exceed individual performance targets including quality, productivity, and customer satisfaction. · Participate in regular coaching, training, and team meetings to support personal and team development. · Contribute to a positive, inclusive, and collaborative team environment. · Identify and suggest opportunities for process improvements or service enhancements. Knowledge, skills and experience required · Experience in a customer-facing role, preferably in a contact centre or service environment. · Strong communication skills, both verbal and written. · Ability to remain calm and professional under pressure. · Proficient in using CRM systems and Microsoft Office tools. · Strong attention to detail and commitment to accuracy. · Ability to manage time effectively and prioritise workload. · A proactive, solution-focused mindset with a passion for delivering excellent service. · Willingness to learn and adapt in a dynamic, regulated environment. 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: o Honesty, integrity and reputation o Competence and capability; and o 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 Signed Name Job title Date About us: Our story Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance. The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers. We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people. We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences. Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC. Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally. Equal Opportunities: Our commitment to inclusion Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients. If you need any extra support throughout the interview process, then please email us at Reward & Benefits: What's in it for me? You can look forward to a competitive salary and benefit plan including but not limited to: Employee Assistance Programme (EAP) Priority Pass Membership Workplace Pension Scheme with company contributions VHI Healthcare Membership Group Life Assurance (4× annual salary) Cycle to Work Scheme Length of Service Awards Vision Care Allowance Free onsite parking in Kells