Senior Customer Relations Lead - High-Risk Complaints

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

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.