Senior Customer Relations Advisor: Hybrid Complaints Expert

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

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.