Job Description
We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers. 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557 Registered address : 3 More London Riverside, London, SE1 2AQ, United Kingdom. Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers. Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide. 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 global colleagues. Purpose of the job Provide exceptional customer and technical support to our Partners for our proprietary registration system implemented across Europe, Africa, Middle East, and the UK while maintaining a professional representation of the team as well as the company. Additionally, the candidate will be responsible for the training of newly recruited lounges and outlets across the region, acting as the main point of contact for our partners regarding day-to-day processes. Key Responsibilities • Build and maintain strong partner relationships by providing exceptional customer service and support. • Work closely with partners to implement or upgrade the technology, train personnel, and communicate clearly and concisely how the installed system functions. • Provide administrative support to the end-user, including but not limited to inquiries for supplies, hardware replacement, month-end packages coordination, and escalation of monthly reconciliation issues. • Quickly comprehend existing tools, procedures, and reporting processes and provide suggestions for improvements. • Take ownership for incidents reported by end-users, resolve issues over the phone or via remote access in a timely manner and when escalation is required, manage escalation through to resolution and close with the partner. • Track the partner technology hardware and accessories inventory, ensuring they have sufficient supplies to maintain service levels. • Analyse and monitor Partner activity proactively, identify and resolve potential issues before they escalate. • Collaborate with the Business Operations Team on other special projects as required. Knowledge, skills, and experience required • Experience in customer or administrative support roles, preferably in a technical or business solution environment. • Proficiency with Microsoft Office tools. • Basic networking skills. • Excellent interpersonal, written, and oral communication skills. • High standards of conduct and professionalism. • Self-motivated and able to work with a team. • Strong organizational, problem-solving, and analytical skills. • Experience with multinational, multicultural organizations is a plus. Person Specification • Experience in a Customer or Administrative Support position supporting business solutions and end-users remotely. • Comfortable working within a small team environment, while being able to work independently. • Excellent interpersonal, written, and oral communication skills. • High standards of conduct and professionalism. • Self-motivated and able to work with a team. • Strong organizational, problem-solving, and analytical skills. • Experience with multi-national, multi-cultural organizations is a plus. 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. 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 ukrecruitment@collinsongroup.com 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.