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- Tasks: Lead a team to transform customer service and enhance guest experiences.
- Company: Join Travelodge, a leader in the budget hotel sector with a focus on inclusivity.
- Benefits: Competitive salary up to £90,000, hybrid working, and generous holiday allowance.
- Why this job: Be the driving force behind innovative customer service solutions and make a real impact.
- Qualifications: Experience in customer service leadership and a passion for digital transformation.
- Other info: Opportunity to shape a tech-forward service culture and enjoy great employee perks.
The predicted salary is between 54000 - 90000 £ per year.
Find where you belong! 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 include but are 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 interactions—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 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 FTE & Annualised Bonus
- Contributory pension scheme
- Car Allowance
- 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
Head of Customer Services employer: Travelodge Hotels Limited
Contact Detail:
Travelodge Hotels Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Customer Services role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its customer service ethos. Think about how your experience aligns with their mission to enhance the post-stay experience and be ready to share specific examples of how you've driven change in previous roles.
✨Tip Number 3
Showcase your tech-savvy side! Be prepared to discuss how you've leveraged automation and AI in past roles to improve customer interactions. This is a key part of the job, so make sure you highlight your experience with these tools.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team and culture at Travelodge.
We think you need these skills to ace Head of Customer Services
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through! We want to see how you connect with our mission of creating a seamless experience for guests. Share specific examples that highlight your hands-on leadership style and commitment to improving customer satisfaction.
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Services role. Highlight your experience in leading teams, driving automation, and enhancing customer interactions. We love seeing how your past roles align with our vision, so don’t hold back on showcasing relevant achievements!
Be Data-Driven: Since data is at the heart of our decision-making, include any experience you have with metrics and analytics in your application. Show us how you've used insights to drive improvements in customer service or operational efficiency. This will demonstrate your ability to turn complex data into actionable strategies.
Apply Through Our Website: We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values while you’re at it!
How to prepare for a job interview at Travelodge Hotels Limited
✨Know the Company Inside Out
Before your interview, dive deep into the company’s values, mission, and recent developments. Understanding how they prioritise customer service and their approach to innovation will help you align your answers with their goals.
✨Showcase Your Leadership Style
Be ready to discuss your leadership philosophy and how you build high-performance teams. Share specific examples of how you've fostered a culture of empathy and continuous improvement in previous roles.
✨Demonstrate Your Tech Savvy
Since the role involves leveraging automation and AI, come prepared to discuss your experience with these technologies. Highlight any successful projects where you implemented tech solutions to enhance customer interactions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially around high-stakes resolutions. Think of examples where you handled sensitive issues with poise and turned challenges into opportunities for improvement.
