Customer Relations Supervisor — Hybrid, Escalations & Coaching

Travelodge; Thame; Hybride; GBP 34 000 - 41 000; Plein temps

Avantages offerts par ce poste

Annual Bonus

Contributory pension

Hybrid work

Hotel discounts

Paid holidays

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Complex complaints handling

Supervisory experience

Coaching and mentoring

Description du poste

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.