Senior Complaints Resolutions Lead (Hybrid)

Travelodge; Thame; Hybrid; GBP 34.000 - 42.000; Vollzeit

Benefits dieser Stelle

Competitive Salary + Annual Bonus

Contributory pension scheme

Hybrid working - 60% in office

50% personal discount for hotel Book/

25 days holiday + bank holidays

Zusammenfassung

Travelodge is seeking a Customer Resolutions Supervisor to lead a team handling complex, sensitive, and high-risk customer complaints. You will oversee daily workloads, coach staff, and act as an escalation point to drive fair outcomes while balancing quality, risk and customer satisfaction.

You will collaborate with Team Leader and Customer Services Manager to optimise performance, deliver coaching, and identify recurring themes to improve service.

Qualifikationen

• Experience handling complex and escalated complaints.
• Previous supervisory or coaching experience.
• Strong judgement, resilience and customer focus.
• Ability to manage sensitive situations and assess risk.

Aufgaben

• Oversee workloads across the day and prioritise cases by complexity, urgency and risk.
• Provide hands-on guidance and support to Customer Resolutions Advisors and Senior Advisors.
• Act as a key escalation point for challenging cases and steer outcomes.
• Provide real-time coaching and identify development needs.
• Spot recurring complaint themes or risks to improve processes.

Kenntnisse

Escalated complaints

Supervisory experience

Coaching

Customer focus

Risk assessment

Jobbeschreibung

Travelodge is seeking a Customer Resolutions Supervisor to lead a team handling complex, sensitive, and high-risk customer complaints. You will oversee daily workloads, coach staff, and act as an escalation point to drive fair outcomes while balancing quality, risk and customer satisfaction.

You will collaborate with Team Leader and Customer Services Manager to optimise performance, deliver coaching, and identify recurring themes to improve service.