Customer Resolutions Supervisor

Travelodge; Thame; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Competitive Salary + Annual Bonus

Contributory pension scheme

Hybrid working - 60% in office

50% personal discount for hotel Book/

25 days holiday + bank holidays

Job summary

Travelodge is seeking a Customer Resolutions Supervisor to lead a team handling complex, sensitive, and high-risk customer complaints. You will oversee daily workloads, coach staff, and act as an escalation point to drive fair outcomes while balancing quality, risk and customer satisfaction.

You will collaborate with Team Leader and Customer Services Manager to optimise performance, deliver coaching, and identify recurring themes to improve service.

Qualifications

• Experience handling complex and escalated complaints.
• Previous supervisory or coaching experience.
• Strong judgement, resilience and customer focus.
• Ability to manage sensitive situations and assess risk.

Responsibilities

• Oversee workloads across the day and prioritise cases by complexity, urgency and risk.
• Provide hands-on guidance and support to Customer Resolutions Advisors and Senior Advisors.
• Act as a key escalation point for challenging cases and steer outcomes.
• Provide real-time coaching and identify development needs.
• Spot recurring complaint themes or risks to improve processes.

Skills

Escalated complaints

Supervisory experience

Coaching

Customer focus

Risk assessment

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 escape risk? If yes, our Customer Resolutions Supervisor position might be the right next move for you.

Your Purpose

As a Customer Resolutions Supervisor, you’ll play a key role in the day-to-day performance of our Customer Resolutions 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 Resolutions Advisors and Senior Customer Resolutions 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

• Competitive Salary + 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.