Hybrid Customer Relations Supervisor with Pension & Perks

Travelodge Hotels Limited; Thame; Hybrid; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme

Hybrid work

Hotel discount

25 days holiday

Job summary

Travelodge Hotels Limited is seeking a Customer Relations Supervisor to lead a fast-paced team handling complex complaints with care, quality and pace. You’ll oversee day-to-day workloads, guiding Advisors and Seniors, and act as the key escalation point for challenging cases.

You’ll work with the Team Leader and Customer Services Manager to balance customer outcomes with quality, performance and risk, providing real-time coaching and identifying recurring themes to improve how we work.

Responsibilities

• Oversee workloads throughout the day, prioritising cases based on complexity, urgency and risk, while providing hands-on guidance and support to Customer Relations Advisors and Senior Customer Relations Advisors.
• Act as a key escalation point for challenging cases, using experience to help colleagues navigate difficult conversations and reach the right outcomes.
• Balance customer outcomes with quality, operational performance and risk in collaboration with the Team Leader and Customer Services Manager.
• Provide real-time coaching, identify development needs and spot recurring complaint themes or emerging risks to drive process improvements.

Job description

Travelodge Hotels Limited is seeking a Customer Relations Supervisor to lead a fast-paced team handling complex complaints with care, quality and pace. You’ll oversee day-to-day workloads, guiding Advisors and Seniors, and act as the key escalation point for challenging cases.

You’ll work with the Team Leader and Customer Services Manager to balance customer outcomes with quality, performance and risk, providing real-time coaching and identifying recurring themes to improve how we work.