Customer Relations Team Leader

Find where you belong!

Are you a passionate customer service leader who loves developing people and helping them reach their full potential? Do you thrive on creating a positive team culture, improving performance and delivering brilliant customer experiences? If yes, our Customer Relations Team Leader position might be the right next move for you.

At Travelodge, you'll have the opportunity to make a real difference, leading and inspiring a team that puts our customers at the heart of everything we do. You'll combine hands-on leadership and coaching with the chance to shape how we work, drive continuous improvement and embrace new technology. From supporting your team's development and tackling complex customer escalations to working with stakeholders across the business, you'll play a key role in delivering exceptional service, protecting our brand and helping everyone find where they belong.

You'll have proven experience leading and developing a customer service team, with a strong focus on performance management, coaching and delivering effective training. You'll be a confident communicator with excellent stakeholder management, problem-solving and decision-making skills, able to thrive under pressure. Strong organisational and administrative skills are essential, including rota management, absence tracking and reporting. You'll also have experience with refunds, dispute resolution and compliance, alongside confidence using customer service systems, call management tools such as RingCentral and performance dashboards.

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.

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.