Customer Relations Supervisor

Travelodge; Thame; Hybrid; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Annual Bonus

Contributory pension

Hybrid work

Hotel discounts

Paid holidays

Job summary

Travelodge is seeking a Customer Relations Supervisor to lead a team handling complex and high‑risk complaints with care, quality and pace. You will oversee workloads, coach staff, and serve as a key escalation point, ensuring fair outcomes while managing risk.

You’ll work with the Team Leader and Customer Services Manager, focusing on real‑time coaching, identifying development needs and recurring themes to improve service. Hybrid working is offered.

Qualifications

• Strong experience handling complex and escalated complaints.
• Previous supervisory, senior complaint handling or coaching experience.
• Excellent judgment, risk assessment and customer focus.

Responsibilities

• Oversee workload distribution across the team based on complexity and risk.
• Provide hands-on guidance and support to Customer Relations Advisors and Senior Advisors.
• Act as escalation point for challenging cases and navigate difficult conversations to outcomes.
• Balance customer outcomes with quality and risk, under supervision of Team Leader and Customer Services Manager.

Skills

Complex complaints handling

Supervisory experience

Coaching and mentoring

Job description

Job Description

Find where you belong!

Are you an experienced complaints professional who thrives in a fast-paced environment where every case needs the right balance of care, quality and pace? Do you have the confidence and judgement to support a team through complex customer situations and know when to step in and elevate risk? If yes, our Customer Relations Supervisor position might be the right next move for you.

Your Purpose

As a Customer Relations Supervisor, you’ll play a key role in the day-to-day performance of our Customer Relations team, helping ensure complex, sensitive and high-risk complaints are handled consistently, fairly and with the customer at the heart of every decision.

You’ll oversee workloads throughout the day, prioritising cases based on complexity, urgency and risk, while providing hands‑on guidance and support to Customer Relations Advisors and Senior Customer Relations Advisors. You’ll act as a key escalation point for challenging cases, using your experience to help colleagues navigate difficult conversations and reach the right outcomes.

Working closely with the Team Leader and Customer Services Manager, you’ll balance customer outcomes with quality, operational performance and risk. You’ll also provide real‑time coaching, identify development needs and spot recurring complaint themes or emerging risks that could help us improve how we work.

Your Strengths

You’ll have strong experience handling complex and escalated complaints, alongside previous supervisory, senior complaint handling or coaching experience.

You’ll bring sound judgement, resilience and a strong customer focus, with the confidence to manage sensitive situations, assess risk and make fair, considered decisions. You’ll also be a strong communicator and coach, able to challenge quality, manage competing priorities and support colleagues through difficult customer situations.

Our Customer Services operation is open 8:00am–8:00pm, 365 days a year, so you’ll work shifts across Monday to Sunday, including weekends and bank holidays.

Your Perks

• Salary up to £37,571 & Annual Bonus
• Contributory pension scheme
• Hybrid working - a minimum of 60% of your time should be spent in the office
• 50% personal discount for hotel bookings and great friends and family discounts too!
• 25 days holiday + bank holidays, increasing with length of service

Why Travelodge?

At Travelodge, we’re more than just a Hotel brand; we’re a community where you can truly be yourself and belong. Through our “Better Me” initiative, we prioritise your total wellbeing—emotional, physical, financial, and professional—while actively celebrating the diversity that makes our teams stronger. If you’re a results-driven individual who pays attention to the little things and genuinely cares about people, you’ll fit right in.