Customer Relations Supervisor - Hybrid, Pension & Bonus

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

Benefits offered by this job

Annual bonus

Pension scheme

Hybrid work - 60% in office

Hotel discounts

25 days holiday + bank holidays

Job summary

Travelodge is looking for a Customer Relations Supervisor in the United Kingdom to lead our Customer Relations team in handling complex and high-risk complaints with care, fairness and speed.

You’ll supervise workloads, coach Advisors and act as an escalation point, balancing customer outcomes with quality and risk. The role requires strong judgement, effective communication and a customer‑focused approach in a fast-paced environment.

Qualifications

• Experience handling complex and escalated complaints.
• Previous supervisory, senior complaint handling or coaching experience.
• Strong judgement and customer focus in high-risk situations.

Responsibilities

• Oversee workloads and prioritise cases by complexity, urgency and risk.
• Provide hands-on guidance and coaching to Customer Relations Advisors.
• Serve as a key escalation point for challenging cases and support colleagues through difficult conversations.
• Balance customer outcomes with quality, performance and risk considerations.

Skills

Complaint handling

Supervisory experience

Coaching

Risk assessment

Job description

Travelodge is looking for a Customer Relations Supervisor in the United Kingdom to lead our Customer Relations team in handling complex and high-risk complaints with care, fairness and speed.

You’ll supervise workloads, coach Advisors and act as an escalation point, balancing customer outcomes with quality and risk. The role requires strong judgement, effective communication and a customer‑focused approach in a fast-paced environment.