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- Tasks: Lead a team to transform customer service and enhance guest experiences.
- Company: Travelodge, a leading budget hotel chain focused on innovation.
- Benefits: Up to ÂŁ90,000 salary, bonus, healthcare, hybrid working, and generous holiday.
- Why this job: Redefine customer journeys and drive digital transformation in a dynamic environment.
- Qualifications: Experience in customer service leadership and a passion for innovation.
- Other info: Join a diverse team committed to wellbeing and continuous improvement.
The predicted salary is between 54000 - 84000 ÂŁ per year.
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 ÂŁ90,000 & Annual 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
Head of Customer Services in Thame 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 in Thame
✨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 opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company’s customer service approach. Think about how you can bring innovative ideas to the table, especially around automation and enhancing guest experiences. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams, improved processes, or resolved high-stakes issues. This will help you demonstrate your leadership style and how you can transform their customer service.
✨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 at Travelodge.
We think you need these skills to ace Head of Customer Services in Thame
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for customer service shine through. Share specific examples of how you've transformed customer experiences in the past and why you believe proactive service is key to success.
Highlight Your Leadership Skills: As a hands-on leader, it's crucial to demonstrate your ability to build and inspire high-performance teams. Use your application to showcase your experience in fostering a culture of continuous improvement and how you've engaged colleagues in achieving common goals.
Emphasise Your Tech Savviness: Since we're all about leveraging technology, make sure to mention any experience you have with automation, AI, or digital tools that enhance customer interactions. This will show us you're ready to drive innovation in our support ecosystem.
Tailor Your Application to Us: Take the time to personalise your application for Travelodge. Mention our values and how they resonate with you, and don’t forget to apply through our website to ensure your application gets the attention it deserves!
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 digital fluency in previous roles, as this aligns perfectly with what they’re looking for.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer service challenges or lead a team through change. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving skills.
✨Demonstrate Your Data Savvy
Since data is crucial for decision-making, be prepared to discuss how you've used metrics to drive improvements in customer service. Bring examples of how you've turned insights into actionable strategies that enhanced guest experiences.
