Operations Administration Executive

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

To deliver a centralised, efficient administration service across Fulfilment, Claims, and Customer Relations, ensuring timely and accurate handling of customer correspondence, complaints, and data requests.

The role supports regulatory compliance (including GDPR and complaints handling standards), improves service delivery through effective mailbox and workflow management, and ensures that all customer communications are logged, processed, and responded to within agreed service levels.

This blended role maximises resource utilisation across administrative functions and provides resilience across teams, supporting a global operating model.

Key Responsibilities

Fulfilment & Administration

• Open, sort, and date-stamp incoming post in line with process requirements
• Scan and accurately upload documents into internal systems
• Print and distribute documentation where required
• Produce and maintain operational reports
• Set up Caravan & Camping claims/cases
• Process excess payments for finance
• Archive documentation in line with company policies
• Manage new medical reports and associated documentation
• Complete ad hoc administrative duties as required

Claims Mailbox & Correspondence Management

• Manage shared claims inboxes across UK and non-UK business
• Attach incoming correspondence to the correct claims accurately
• Create new cases where required
• Ensure all customer communications are acknowledged within SLA (e.g. 2-day requirement for non-UK cases)
• Maintain mailbox control to prevent backlog and ensure service continuity
• Support reduction of complaints driven by delays or missed communications

Customer Relations & Complaints

• Log all complaints received in line with regulatory requirements and company standards
• Ensure complaints are recorded accurately with correct root cause and categorisation
• Support Customer Relations in maintaining audit trails and regulatory compliance
• Refer non-complaint communications to the appropriate teams

Subject Access Requests (SARs) & GDPR

• Manage and support Subject Access Request (SAR) processes
• Gather calls, correspondence, and system data required for SAR fulfilment
• Prepare, review, and redact files in line with GDPR requirements and timelines
• Maintain SAR logs and ensure responses are delivered within legal deadlines
• Work collaboratively with Compliance and Data Privacy teams

Cross-Team Support & Collaboration

• Operate as part of a centralised administration team supporting multiple functions
• Provide cover across Fulfilment, Claims, and Customer Relations during peak demand, absence, and training periods
• Work collaboratively with Kells and CPT teams to ensure consistency and continuity of service
• Support continuous improvement and efficiency initiatives across administrative processes
• Undertake any other reasonable duties as requested by your line manager in line with the scope and level of the role

Knowledge, skills and experience required:

• Experience within Insurance, Travel, or Financial Services (preferred)
• Experience in administrative, complaints, or claims support roles
• Understanding of GDPR and Subject Access Requests
• Experience managing shared inboxes and document workflows
• Strong attention to detail and accuracy
• Ability to manage multiple priorities and meet strict deadlines
• Good understanding of complaints handling and regulatory requirements (FCA/ICOBS desirable)
• Excellent communication skills, both written and verbal
• Strong organisational and time management skills
• Competent in Microsoft Office (especially Excel and Outlook)

Core Competencies & Success Measures

Core Competencies

• Highly organised with strong attention to detail
• Adaptable and flexible across a blended role
• A proactive team player with the ability to work across functions
• Customer-focused with a commitment to service excellence
• Able to manage workload independently and meet deadlines
• Comfortable working in a heavily regulated, multi-tasking environment
• Committed to continuous improvement and efficiency

Success Measures

• SLA adherence for acknowledgement and correspondence handling
• Accuracy and quality of complaint logging and SAR preparation
• Reduction in complaints breaches linked to delays
• Effective management of mailboxes and document workflows
• Improved utilisation and efficiency across administrative functions

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

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: Take Action, 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.

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