Customer Service Executive

Collinson Group is a global leader in driving loyalty and engagement for many of the worlds 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 marketleading 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 1800 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 1800 colleagues globally.

What does theClient Operations Executive at Collinson do

The purpose of the Client Services Account Executive role within the Travel Experiences Operations team is to provide administrative support to the Client Operations Account Managers who look after existing B2B accounts across CEMEA and EU regions.

Key Responsibilities of this role include

• Provide operational administrative support to the Account Managers as and when required.
• Help action the daily activities associated with B2B clients ;
• Production of monthly membership and visit billing information;
• Investigation of disputes and complaints and resolution to a satisfactory outcome;
• Creation and distribution of account information management information and reporting;
• Maintenance of the client program adding card holders renewing card holders creating whitelists and blacklists.
• Onboarding of clients to agreed implementation specifics and timelines;
• Communicate with Clients on a regular basis and respond to basic queries and requests.
• Join weekly / monthly & quarterly meetings with key stakeholders & client leadership as required to have an understanding of requirements and workloads.
• Assist the Account Managers work towards meeting SLAs and KPIs with team in alignment to account Master Service Agreements.
• Build a good level of knowledge of the operational systems contractual and financial aspects of your accounts.
• Process stock orders following a goodpractice Sales Order Process (including ensuring invoicing is carried out correctly in line with contractual agreements).
• Operate goodpractice business systems to support Account Managers and enable the smooth running of the Operations Team.
• Work with Account Managers to acquire and maintain expert knowledge of the operational systems contractual and financial aspects of B2B accounts to ensure smooth day to day running.
• Maintain a strong awareness of good practice business processes and policy compliance.
• Support the Management Team in providing detailed information on B2B accounts.
• Where directed create produce and analyse account information MI and reports in a meaningful way.
• Liaise with finance technical and marketing departments as and when required.
• Follow business processes when participating in testing of new deals implementations or developments.
• Assist in the documentation of processes for training education and business awareness.
• Raise operational issues and bugs on behalf of the team.
• Ensure internal documentation contains up to date Client and Deal information and can be used as a point of reference by all areas of the business.
• Perform any adhoc tasks and requests that arise in providing administrative support to the Client.

Key skills and experience to be evidenced within your application included

• Experience working in a client facing account management role/customer service advisoror an administration role.
• Account support/admin/management experience gained within any sector preference can be given to individuals with banking or finance experience.
• Ability to engage and communicate across diverse internal & external audiences.
• Ability to work under pressure to tight deadlines.
• Basic data analysis data consolidation and reporting experience.
• Good understanding of contractual obligations.
• Experience in reconciling invoices.
• Experience in managing complaints.
• Fluent in English and a second European language would be desirable.
• High level of numeracy and computer literacy (MS Office).
• Advanced excel skills essential.

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 ongoing 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.

In your application please feel free to note which pronouns you use (For example she/her/hers he/him/his they/them/theirs etc).

If you need any extra support throughout the interview process then please email us at

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.