Are you a hands on leader who believes the best customer service is the kind the customer never has to ask for? We are looking for a Head of Customer Service to lead the transformation of our support ecosystem. If this sounds like you, we would love to hear from you.
What’s it all about?
You will lead a small, dedicated customer services team and work cross functionally to enhance the post stay experience for our guests. By partnering with our Digital, Customer, and Operations teams, you will embed "future-proofed" solutions that improve customer responsiveness and satisfaction. Success in this role is defined by three pillars: happier customers, fewer unnecessary contacts, and a more responsive operation.
Key Responsibilities to include but not limited to:
* Colleague engagement: Build high-performance team culture that balances human empathy with digital fluency, fostering a culture of continuous improvement.
* Drive Automation & AI: Leverage technology to enhance responsiveness and improve guest interations—from sophisticated chatbots and self-service journeys to AI-assisted responses.
* Eliminate Friction: Continuous improvement of processes and policies and working as part of a cross functional team to remove "avoidable" contact, ensuring that when guests do reach out, their issues are resolved the first time, every time.
* Insights into Action: Work with our insights and reporting team to track contact drivers, identify automation opportunities, and opportunities to reduce contacts
* Strategic Growth: Support the development of our future operating model, ensuring our support infrastructure aligns perfectly with our digital-first guest proposition.
* High-Stakes Resolution: Act as the final point of accountability for high-risk PR cases and CEO-level escalations, handling sensitive issues with poise.
* Financial Control: Manage and optimise a multi-million pound refunds budget, ensuring commercial efficiency without compromising guest loyalty.
This isn't just about managing a team; it’s about reimagining the customer post stay experience. Your mission is to evolve our operation into a faster, smarter, and more intuitive experience by leveraging automation and cutting-edge process redesign. You will be play a key role in the development of a "straight-to-room" support model that delights our guests and optimises efficiency.
Why Travelodge?
We believe in creating an inclusive workplace where everyone can be their true self and belong. We work hard to improve the diversity of our teams and celebrate our differences. And we care about our colleagues’ wellbeing, so we ensure there are plenty of resources available so everyone can look after their emotional, physical, financial and work wellbeing. We call this “Better Me”.
Who will this appeal to?
Are you obsessed with the question, "How could this be easier?" We are looking for a hands on Head of Customer Service to redefine the post stay guest journey across our national budget hotel portfolio. You’ll be the driving force behind our digital and dedicated contact centre transformation, using your experience in fast-paced environments to make service smarter every day. We don’t just want a manager; we want a curious, creative leader who views automation and new tools as a playground for innovation. If you thrive on experimenting with fresh ways of working to streamline operations while enhancing the guest experience, you’ll find a perfect home here.
Data is the heartbeat of our decision-making, and you’ll need the expertise to turn complex metrics into compelling stories that influence stakeholders and shape our national strategy. You aren't just comfortable with trends—you anticipate them to improve both service quality and cost-efficiency. Most importantly, you are a master of people-led change. You know how to inspire diverse teams, land large-scale transitions at pace, and bring everyone along on the journey. Join us and use your influence to build a seamless, tech-forward service culture that sets a new standard for the budget sector.
What are the extra benefits of working for Travelodge?
* Up to £90,000 & Annualise Bonus
* Contributory pension scheme
* Life Assurance Scheme
* Up to Family Cover Bupa healthcare
* 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
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