Customer Service Advisor

Travelodge; Thame; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme

Hybrid work

Hotel discounts

Holiday entitlement

Job summary

Travelodge is seeking a Customer Service Advisor to be the first point of contact for guests before, during and after their stay. You’ll respond across email, phone, live chat and social channels, taking ownership to resolve issues with empathy and professionalism.

This hybrid role requires strong written and verbal communication, attention to detail and the ability to work across multiple channels in a fast-paced environment.

Qualifications

• Strong customer service mindset and willingness to help customers.
• Excellent written and verbal communication skills.
• Ability to handle challenging conversations with empathy and confidence.
• Good attention to detail and sound judgment in resolving issues.

Responsibilities

• Support customers through email, telephone, live chat, social media and written correspondence.
• Work with hotels and business customers to resolve issues and keep things moving.
• Investigate concerns, take ownership and escalate when necessary.
• Identify recurring issues and share insights to improve the customer journey.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Adaptability

Digital literacy

Job description

Job Description

Find where you belong!

Are you someone who genuinely cares about helping people and takes pride in finding the right solution? Do you enjoy variety, thrive on solving problems and have the confidence to handle everything from everyday enquiries to more challenging customer situations? If yes, our Customer Service Advisor position might be the right next move for you.

Your Purpose

As a Customer Service Advisor, you’ll be the person our customers turn to before, during and after their stay. You’ll listen carefully, understand what’s happened and take ownership of finding a fair, effective solution, making sure every customer feels heard, understood and genuinely cared about.

This is a varied, multi-skilled role where no two days are quite the same. You’ll support customers through email, telephone, live chat, social media and written correspondence, as well as working with our hotels and business customers to resolve issues and keep things moving. You’ll use your judgement and initiative to investigate concerns, handle complaints with empathy and confidence, and know when something needs to be escalated.

You’ll also have a real opportunity to make a difference beyond individual interactions. By listening to customers and spotting recurring issues, you’ll help highlight where processes or policies could work better and share insight that can improve the customer journey for everyone.

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 Strengths

You’ll genuinely care about delivering great customer experiences and have excellent written and verbal communication skills. You’ll be empathetic, a great listener and confident handling challenging conversations with professionalism and calmness.

You’ll have strong attention to detail, good judgement and problem-solving skills, with the confidence to take ownership and make the right decisions for customers. You’ll be collaborative, adaptable and comfortable using digital systems, with a willingness to learn and work across different channels in a fast-paced environment.

Your Perks

• Salary up to £26,839 & 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 plus 8 days’ holiday in lieu of 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.