Client Operations Account Executive

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.

Company

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

The purpose of the Client Services Account Executive role within the Client 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

Complaint & Dispute Management :

Act as the primary point of contact for handling client complaints and disputes.

Investigate issues thoroughly, ensuring root cause analysis and fair resolution.

Maintain accurate documentation of all cases, actions taken, and outcomes.

Escalate complex or high-risk disputes to senior management when necessary.

SLA & Performance Management :

Monitor and manage complaint resolution timelines to meet strict client SLAs.

Track case progress proactively, ensuring deadlines are consistently achieved.

Provide regular reporting on SLA adherence, resolution rates, and client satisfaction.

Identify risks of SLA breaches early and implement corrective actions.

Client Communication & Relationship Management :

Deliver clear, empathetic, and professional communication to clients throughout the dispute process.

Keep clients informed of progress and resolution outcomes in a timely manner.

Build trust by demonstrating accountability and transparency in handling disputes.

Continuous Improvement & Risk Mitigation

Analyse complaint trends to identify recurring issues and recommend process improvements.

Collaborate with internal teams (operations, compliance, legal, etc.) to address systemic problems.

Contribute to policy and procedure updates to strengthen dispute management frameworks.

Support training initiatives to enhance complaint-handling skills across the team.

Compliance & Governance :

Ensure all complaint-handling activities comply with regulatory requirements and company policies.

Maintain confidentiality and data protection standards in all client interactions.

Knowledge, skills and experience required

Experience working in a client facing account management role or 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.

Person Specification

Simultaneously think strategically and act tactically.

Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness.

Commercially aware with a passion for efficiency and high quality operational delivery.

Likes to work proactively, under pressure, to tight deadlines, in a dynamic environment.

Collaborative in approach.

Shows appreciation & understanding of wider business functions and how departments link together.

Ability to identify and support in resolving issues, and know when escalation is required.

Clear, honest and open in all communications.

Excellent attention to detail.

Can-do attitude ready to step in and help out where needed.

Shows initiative.

Strong operational and administration experience.