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Customer Service/claims Handler- English
3 months ago
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.
**Role Purpose**:
- To professionally handle all complaints received in accordance with regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaint’s procedure.
- To manage all complaints that escalate to either legal teams or IVASS
**_ Key Responsibilities:_**
- To respond to all Italian complaints, for all Italian customers EasyJet and Columbus Italy, Globelink and any new case that come on line, received by our customers and representatives, meeting our obligations as a company and our governing regulations.
- To adhere to all company protocols and procedures
- To adhere to FCA and IVASS rules and regulations.
- To carryout full thorough and fair investigations of all complaints received.
- Manage own workloads in a smart and effective way.
- Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.
- To keep accurate and detailed records of all complaints, following correct company procedure.
- To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest FCA and IVASS regulations.
- Escalate training and competency issues to the Complaints Manager and relevant Team Leaders.
- To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
- To carry out any other ad hoc duties consistent with the position that may be required.
- To manage the required data and letters between IVASS and the Underwriter
- Bring experience and knowledge of the product by evaluate existing products and policy documentation and optimize where possible.
- To escalate where needed to the Italian complaints investigator for support or decision making.
**_ Knowledge and Experience required:_**
- Knowledge and understanding of travel claims/products and or assistance experience ( Ideal).
- Experience in a customer service role
- Ideally phone based
- An understanding of the Italian Complaints regulator and Ombudsman IVASS and how the process works.
- An understanding of the ODR complaints process.
- Knowledge and understanding of complaint handling and insurance regulation, FCA guidelines (Essential).
- Excellent verbal and written communication skills, Italian ( Essential).
- Good customer service skills, English ( Essential).
- Confident in dealing with deadlines and delivering to targets and objectives.
- Attention to detail with good time management.
**_This role is hybrid working with a minimum of 2 days working in our Haywards Heath Office_**
**Working hours: 9-5pm Monday - Friday**
- 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 peopl
