Job Description

Have a passion for helping others? Want to join a growing company? Apply to be a Customer Service Advisor now!

Working in our Customer Service Team you’ll be providing support to our customers and hotel teams with genuine care, whilst having a strong passion for excellent customer service. 


Please Note: The role requires you to work 1 in 3 Saturdays, with a day off during the week in lieu. It will also be primarily office based with an opportunity to work remotely for two days a week. This is not a fully remote role!

A Day In The Life of a Customer Service Advisor

  • Deliver a first time resolution for all customer contacts received via the web portal, email, letter, live chat and telephone

  • Ensure outcomes and responses to customers meet with defined brand standards, focusing on quality at all times (spelling, grammar etc)

  • Exercise initiative, ownership and responsibility when dealing with customer complaints to ensure the Travelodge brand is protected at all times

  • Handle sensitive customer information in a confidential manner, whilst adhering to PCI compliance requirements at all times 

  • Making outbound calls to customers as much as possible to resolve contacts quickly and fairly

  • Ability to work between the hours of 8am and 5pm and Saturdays as required (currently one in three), with a minimum of four hours worked per shift

  • Achieve closures per hour targets to support the overall team KPIs: Productivity, Quality, First time Resolution and Refunds Budget 

  • Identify and share problems with all key internal stakeholders

  • Provide support and guidance to our hotel teams to ensure consistency between Customer Services and Operations

  • Exciting, fast paced environment with the opportunity to progress

  • An in depth training program

  • 25 days annual leave (rising to 30 days) plus bank holidays

  • Performance related bonuses

  • Hybrid working, giving you the flexibility to work from home 40 % of the time

  • 50% off accommodation, food and soft beverages at our hotels, plus a whole range of employee benefits including discounts at many major branded stores.

  • You can expect to have a full induction and training relevant to your role

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