Customer Resolutions Supervisor

Travelodge Group; Thame; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive salary + annual bonus

Contributory pension scheme

Hybrid working - 60% in office

50% personal discount for hotelBOOKING

25 days holiday + bank holidays

Job summary

Travelodge Group is looking for a Customer Resolutions Supervisor to lead our team in delivering fair, timely outcomes for high‑risk and sensitive complaints. You will oversee daily workloads, guide Advisors, and act as a key escalation point to navigate difficult conversations.

Working with the Team Leader and Customer Services Manager, you will balance customer satisfaction with quality and risk, provide real‑time coaching, and help identify recurring issues to enhance service.

Qualifications

• Experience handling complex and escalated complaints.
• Previous supervisory, senior complaint handling or coaching experience.
• Strong judgement and customer focus with resilience.
• Ability to manage sensitive situations, assess risk and make fair decisions.
• Excellent communication and coaching skills to support colleagues.

Responsibilities

• Oversee workloads and prioritise cases based on complexity, urgency and risk.
• Provide hands-on guidance and support to Customer Resolutions Advisors.
• Act as escalation point for challenging cases and ensure proper outcomes.
• Balance customer outcomes with quality, performance and risk.
• Work with Team Leader and Customer Services Manager to identify improvements.

Skills

Complaint handling

Supervisory experience

Coaching

Risk assessment

Customer focus

Communication

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.