Job Description

The job in a nutshell


As Team Leader, you will be the main source of support for the Customer Service Manager, leading and developing a team of Advisors who are tasked with closing customer contacts and ensuring first time resolution.

      

What you’ll be doing:


  • Lead, manage and develop a highly engaged and high performing Customer Services team.

  • Ensure quality standards and provide coaching/feedback when necessary. 

  • Line manage and support effectively our Corporate Customer Advisors to ensure a consistent level of service for our Business Customers. 

  • Provide the Seniors any support they require to ensure work plans and targets are managed according to department needs to reduce queue backlog and response time. 

  • Conduct training for all new starters and monitor performance throughout the probation period to ensure team members are comfortable with targets expected of them. 

  • Managing and monitoring all refunds processed by the team to make sure they are offering fair and consistent resolutions at all times. 

  • Helping the team to hit their objectives set in Mid/End of Year reviews and to develop any specific skills you see in advisors to have a well rounded and knowledgeable team. 

  • Visual Management of the team at all times 

  • Support all Advisors in dealing with customer queries when requested by providing advice and assistance, including Priority and CEO team members. 

  • Analyse data and relevant reports in order to identify trends, issues and training needs, in order to ensure action plans are implemented and followed up.

  • Handle any contact to the Chief Executives Office as and when required, as well as sensitive cases that have escalated via advisors or key stakeholders in the business. 


What we’ll expect from you


To succeed in this role you’ll need to be a strong leader who is able to deliver exceptional service to both our customers and colleagues within Travelodge. In addition, the role requires:


  • Excellent verbal  and written communication skills with a passion for offering excellent customer service and attention to detail.

  • Ability to be able to communicate at all levels whilst tailoring the communication to the audience.

  • Strong confident team player with an approachable personality and ability to work in a pressurised fast pace reactive environment.

  • Results driven, self-motivated, flexible and resilient. 


At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:


I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail 

  • I do the little things that make a difference to our customers 

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own


I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge


What you can expect from us 


Culture 

At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition 

It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development 

We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


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