Assistance Digital Support Coordinator

Main Purpose of Job

The SmartDelay function at Collinson aims to enhance the travel experience by providing immediate, tangible benefits to travellers facing delays, thereby improving customer satisfaction and loyalty. The role will also support the operations team by answering all front line calls and being able to direct theses calls accordingly and also deal with any administrative functions required by the operations department.

Main Responsibilities

• Assist customers in accessing airport lounges or other services during delays
• Answer inquiries about eligibility, lounge locations, and service availability.
• Provide empathetic, efficient support during stressful travel disruptions.
• Monitor real-time flight data to confirm delay eligibility.
• Help customers activate or register for SmartDelay services
• Ensure services are delivered in line with Collinson’s policies and data
• Develop excellent relationships with all stakeholders
• Opening faxed/emailed cases and escalating to operations for further management if required
• Management of administrative tasks such as email handling, reserving
• Dealing with simple outpatient cases

Key Accountability

• Taking inbound calls in a professional and upbeat manner
• Be able to understand and execute effective sales techniques
• Handle and overcome objections in a professional yet effective manner
• Adhering to targets
• Have full knowledge of all products in relation to the business
• Have full knowledge of all systems and telephony to execute role
• Develop strong internal relationships with internal & external customers
• Deal with all calls in a complaint manner in line with the FSA
• Work within UK Data Protection Act Guidelines
• Be available to make calls as required
• Provide prompt, courteous, and accurate responses to customer inquiries via phone, email, or chat.
• Resolve issues efficiently, including service disruptions, delays, or product questions.
• Ensure a positive experience that aligns with the brand's reputation and service standards.
• Diagnose and resolve customer problems or complaints.
• Escalate more complex or unresolved issues to supervisors or specialist teams.
• Follow up to ensure customer satisfaction post-resolution.

Job Requirement (Person Spec)

• Decision maker
• Effective time manager and a person who can prioritize
• Excellent communication skills – both verbal and written
• Can do will do attitude.
• Focused behavioural style compatible to the Collinson business ethos
• Ability to take ownership of problems and resolve them

Key Contacts

• Medical Operations Team
• Team Managers
• Internal and External customers

Working Environment

Open plan contact centre. No smoking policy within the building

Working Pattern

The Assistance Digital Support Coordinator will be required to work 40 hours per week, operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work hours at the weekend and Bank Holidays is also required.