Senior Customer Relations Advisor

Travelodge Hotels Limited; Thame; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme

Hybrid working

Hotel discounts

Holiday allowance

Job summary

Travelodge is seeking a Senior Customer Relations Advisor to own the most complex and high‑risk complaints, navigating legal, regulatory, safeguarding, health and safety, data protection, and reputational considerations from start to finish.

You will balance empathy with sound commercial and risk judgement, collaborating with senior leaders and specialist teams to deliver fair outcomes, while driving improvements based on insights from serious cases.

Qualifications

• 5+ years' complaints management experience, with a track record handling complex, high‑risk cases through to resolution.
• Excellent judgement, resilience and emotional intelligence, with strong investigative, analytical and communication skills.
• 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.

Responsibilities

• Take ownership of Travelodge's most complex, sensitive and high‑risk complaints from start to finish.
• Investigate complex cases, assess evidence across the business and coordinate with customers in challenging circumstances.

Skills

Investigative skills

Analytical skills

Communication skills

Emotional intelligence

Stakeholder management

Job description

Find where you belong! Are you an experienced complaints professional who stays calm and considered when dealing with complex and sensitive situations? Do you have the judgement and confidence to take ownership of high-risk cases and find the right outcome for both the customer and the business? If yes, our Senior Customer Relations Advisor position might be the right next move for you.

Find where you belong! Are you an experienced complaints professional who stays calm and considered when dealing with complex and sensitive situations? Do you have the judgement and confidence to take ownership of high-risk cases and find the right outcome for both the customer and the business? If yes, our Senior Customer Relations Advisor position might be the right next move for you.

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.