Customer Experience Team Lead - Hybrid & Bonus

Travelodge Group; Thame; Ibrido; GBP 39.000 - 47.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual bonus

Contributory pension scheme

Hybrid working

Discounts on hotel bookings

25 days holiday

Descrizione del lavoro

Travelodge Group is seeking a Customer Relations Team Leader to drive exceptional customer service and lead a high-performing team. You will coach staff, manage escalations, and partner with stakeholders to improve processes and outcomes.

You will work hybrid, with shifts across early to late hours, including weekends. The role offers a pension, annual bonus, staff discounts and generous holiday entitlements.

Competenze

• Experience leading a customer service team with coaching and training delivery.
• Strong stakeholder management, problem-solving and decision-making under pressure.
• Excellent organisational and administrative skills including rota management.
• Experience with refunds, dispute resolution and compliance.
• Comfortable using customer service systems and call management tools.

Mansioni

• Lead and develop the Customer Relations team to deliver exceptional service.
• Manage customer escalations and collaborate with stakeholders across the business.
• Drive performance improvement, coaching and training initiatives.
• Oversee shift patterns and rota management, including weekends and holidays.

Conoscenze

Team leadership

Performance management

Coaching

Stakeholder management

Organisational skills

Strumenti

RingCentral

Performance dashboards

Descrizione del lavoro

Travelodge Group is seeking a Customer Relations Team Leader to drive exceptional customer service and lead a high-performing team. You will coach staff, manage escalations, and partner with stakeholders to improve processes and outcomes.

You will work hybrid, with shifts across early to late hours, including weekends. The role offers a pension, annual bonus, staff discounts and generous holiday entitlements.