Senior Customer Relations Advisor

Travelodge; Thame; Hybrid; GBP 21,000 - 34,000; Full time

Benefits offered by this job

Annual Bonus

Pension scheme

Hybrid work

Hotel discounts

Friends & family discounts

25 days holiday

Bank holidays

Job summary

Travelodge is seeking a Senior Customer Relations Advisor to own the most complex, sensitive and high-risk complaints from start to finish, including those involving legal, regulatory, safeguarding, health and safety, data protection, media or reputational considerations.

You will investigate complex cases, assess evidence across the business and engage customers in challenging circumstances, balancing empathy with fairness and sound commercial and risk judgement.

Qualifications

• 5+ years' complaints management experience.
• Excellent judgement, resilience and emotional intelligence with strong investigative, analytical and communication skills.
• Experience with legal, regulatory, safeguarding, media or Executive-level complaints would be advantageous.

Responsibilities

• Take ownership of the most complex, sensitive and high-risk complaints from start to finish.
• Investigate complex cases and assess evidence from across the business.
• Work with customers in challenging circumstances, balancing empathy with fairness and sound risk judgement.
• Collaborate with senior leaders and specialist teams to provide clear advice and ensure the right people are involved.
• Identify wider risks from serious complaints and help improve processes to deliver better customer experiences.
• Support colleagues with challenging cases and ensure timely resolution.

Skills

Complaints management

Stakeholder management

Investigation

Communication

Risk management

Emotional intelligence

Job description

Job Description

Your Purpose

As a Senior Customer Relations Advisor, you'll take ownership of Travelodge's most complex, sensitive and high-risk complaints. You'll manage cases from start to finish, including those involving legal, regulatory, safeguarding, health and safety, data protection, media or reputational considerations.

This is a role where your experience and judgement will really matter. You'll investigate complex cases, assess evidence from across the business and work directly with customers in challenging circumstances, balancing empathy and fairness with sound commercial and risk judgement.

You'll work closely with senior leaders and specialist teams including Operations, Risk & Compliance, Legal, Health & Safety, Data Protection and Press, providing clear advice and ensuring the right people are involved at the right time. You'll also support colleagues with particularly challenging cases and use insight from serious complaints to identify wider risks, improve processes and help us deliver better experiences for our customers.

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 have 5+ years' complaints management experience, with a strong track record handling complex, sensitive and high-risk cases through to resolution.

You'll bring excellent judgement, resilience and emotional intelligence, with strong investigative, analytical and communication skills. You'll be confident in managing risk, influencing senior stakeholders and making considered decisions under pressure.

Experience with legal, regulatory, safeguarding, media or Executive-level complaints would be advantageous.

Your Perks

• Salary up to £34,318 & Annual Bonus
• Contributory pension scheme
• Hybrid working - a minimum of 60% of your time should be spent in the office and or visiting suppliers
• 50% personal discount for hotel bookings and great friends and family discounts too!
• 25 days holiday + 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.