Customer Relations Team Leader

Travelodge Group; Thame; Hybrid; GBP 39,000 - 47,000; Full time

Benefits offered by this job

Annual bonus

Contributory pension scheme

Hybrid working

Discounts on hotel bookings

25 days holiday

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Performance management

Coaching

Stakeholder management

Organisational skills

Tools

RingCentral

Performance dashboards

Job description

Job Description

Find where you belong!

Are you a passionate customer service leader who loves developing people and helping them reach their full potential? Do you thrive on creating a positive team culture, improving performance and delivering brilliant customer experiences? If yes, our Customer Relations Team Leader position might be the right next move for you.

Your Purpose

At Travelodge, you'll have the opportunity to make a real difference, leading and inspiring a team that puts our customers at the heart of everything we do. You'll combine hands-on leadership and coaching with the chance to shape how we work, drive continuous improvement and embrace new technology. From supporting your team's development and tackling complex customer escalations to working with stakeholders across the business, you'll play a key role in delivering exceptional service, protecting our brand and helping everyone find where they belong.

Your Strengths

You'll have proven experience leading and developing a customer service team, with a strong focus on performance management, coaching and delivering effective training. You'll be a confident communicator with excellent stakeholder management, problem-solving and decision-making skills, able to thrive under pressure. Strong organisational and administrative skills are essential, including rota management, absence tracking and reporting. You'll also have experience with refunds, dispute resolution and compliance, alongside confidence using customer service systems, call management tools such as RingCentral and performance dashboards.

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 £42,952 & 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.