Complaints Handler-Italian Speaking

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Collinson is seeking an Italian Complaints Handler to join the Complaints Team in Haywards Heath. This full‑time onsite role requires fluent Italian and English, and experience in travel insurance or claims, plus knowledge of FCA and IVASS regulations. You will manage complaints from Italian policyholders, investigate escalated cases and deliver fair outcomes while coordinating with internal teams, underwriters, legal representatives and regulators, and you will maintain accurate records and meet regulatory deadlines. The role also focuses on identifying opportunities to improve customer experience and contribute to continuous process improvements. To apply, tailor your CV to regulatory experience, provide concrete examples of resolved cases, and contact the Recruitment Team or your manager; in your application you may note your pronouns.

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 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 2,200 global colleagues.

The role:

We're looking for an Italian Complaints Handler to join our Complaints Team.

If you're fluent in Italian and English, have experience in travel insurance or claims, and enjoy investigating complex cases while delivering excellent customer outcomes, we'd love to hear from you.

What you'll be doing

• Managing complaints from Italian policyholders in line with FCA and IVASS regulations.

• Investigating escalated complaints and ensuring fair, independent outcomes.

• Working with internal teams, underwriters, legal representatives, and regulators.

• Maintaining accurate complaint records and meeting regulatory deadlines.

• Identifying opportunities to improve customer experience and reduce future complaints.

• Supporting continuous improvement across our products and complaint handling processes.

What we're looking for

• Fluent Italian (written and spoken) – essential

• Good English communication skills – essential

• Experience in travel insurance, travel claims, or assistance services.

• Knowledge of FCA complaint handling and IVASS regulations.

• Strong investigation, communication, and organisational skills.

• A customer-focused approach with excellent attention to detail.

• Ability to work independently while contributing to a supportive team.

If you're passionate about delivering excellent customer service, making fair decisions, and helping us continuously improve, we'd love to hear from you.

Interested? Please speak to your manager or contact the Recruitment Team for more information or to apply.

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: Take Action, 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 [email protected]