Customer Service Advisor

Travelodge Hotels (UK); Thame; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A national hotel chain in Thame is seeking a Customer Service Representative to manage customer complaints through various channels. You will ensure first-time resolutions while adhering to brand standards and providing guidance to hotel teams. The ideal candidate should have excellent problem-solving skills, a passion for customer service, and be computer literate. The role includes a hybrid working model, offering a 50% discount for hotel bookings, and generous holiday allowance.

Benefits

50% personal discount for hotel bookings

25 days holiday + bank holidays

Career development opportunities

Qualifications

• Experience in a fast-paced, target-driven environment.
• Ability to handle sensitive customer information.
• Strong listening and interpersonal skills.

Responsibilities

• Resolve customer complaints effectively and efficiently.
• Ensure all resolutions meet brand standards.
• Identify and report trends in customer issues.

Skills

Excellent customer service

Problem solving

Communication skills

Attention to detail

Tools

Microsoft Office

Job description

You will be confident in exercising initiative, ownership and responsibility when dealing with customer complaints. Delivering a first time resolution for all customer contacts received via the web portal, email, letter, live chat and telephone. You will be responsible for handling sensitive customer information in a confidential manner, adhering to PCI compliancy requirements and building strong relationships with our customers. You will need to be intuitive in identifying repeat business opportunities when resolving cases. Make sure outcomes and responses to customers meet defined brand standards, focusing on quality at all times (spelling, grammar, personalisation, etc.) and achieving an average closure rate of 1.2 or less. You will report any trends or repeat issues at hotel level identified through complaint investigations to Team Managers. It is imperative that you remain calm under pressure, be professional, and use attention to detail in processing high profile refunds. The person in this role will be responsible for ensuring all resolutions are fair, and for providing support and guidance to our hotel teams to ensure consistency between Customer Services and Operations. You will work with enthusiasm to achieve closures per hour targets to support the overall team KPIs: Productivity, Quality, First Time Resolution and Refunds Budget.

Are you passionate about providing excellent customer service? Do you enjoy problem solving and paying close attention to the small details that make a big difference? Do you have an instinctive desire to help others whilst demonstrating a passion for achieving results? You will be confident in your communication skills, work well under pressure, hold a genuine enthusiasm, and have a can‑do attitude. You will be an active listener and enjoy using your problem‑solving skills. In addition to succeeding in this role you will bring your passion for excellent Customer Service and a desire to work in a fast‑paced, target‑driven environment. You will be computer literate and have Microsoft Office package experience.

• 6 month Full time FTC contract or Permanent Full time position available
• Working 5 days a week across Monday - Friday with a rota for 1 in 3 Saturdays.
• Hybrid working – a minimum of 60% of your time will be spent in the office after passing your probation period.
• 50% personal discount for hotel bookings and great friends and family discounts too!
• 25 days holiday + bank holidays, increasing with length of service
• A focus on learning and career development