Customer Resolutions Supervisor: Complex Case Coach

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

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.