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 activitie
Benefits
Health insuranceDental insuranceVision insuranceFlexible schedule
Additional Information
Recruiter for this role:
Job title Customer Service Advisor (Seasonal Fixed term)
Location Kells
Career Level A1
Operating Company Insurance
Department Operations
Reporting to (job title)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.
Collinsongroup · Kells