Travelodge Hotels Limited

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 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 FTE & Annualise 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

Job Description Find where you belong! Are you a strategic leader who knows how to turn complex data into a winning pricing story? Can you inspire a team of Revenue Managers to challenge the status quo and smash their KPIs? If so, we would love to hear from you. What's it all about? As a Regional Area Revenue Manager, you will hold a pivotal leadership position within our Revenue team, providing daily management and coaching to a team of Revenue Managers overseeing pricing strategies for more than 30 hotels. Working closely with the Regional Head of Revenue, you will be responsible for defining, executing, and monitoring innovative pricing strategies to drive revenue performance and achieve ambitious KPIs. This role requires a blend of tactical troubleshooting, system management, and high-level analytical thinking to optimise market share across your designated territories. Your primary focus will be the professional development of your team, ensuring they have the tools and insight to respond effectively to shifting trading conditions. Key responsibilities include: Strategic Oversight: Conducting fortnightly commercial reviews to optimise daily tactical activities and implementing "test and learn" techniques for new trials. Team Leadership: Motivating and coaching Revenue Managers through structured training, performance reporting, and new starter onboarding. Cross-Functional Collaboration: Partnering with Sales, Operations, and Group teams to minimise risks and align event management strategies. Operational Excellence: Driving department-wide changes, representing the revenue function in working groups, and analysing regional forecasts to identify growth opportunities. You will act as a key bridge between senior leadership and property-level team by sharing best practices and presenting actionable feedback in team meetings, you will foster a culture of success and ensure our pricing remains competitive and consistent across the entire portfolio. 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? The ideal candidate is a results-driven leader with a proven track record of managing people and optimising revenue performance in fast-paced, challenging environments. You possess the unique ability to coach and develop individuals, empowering them to identify core issues and seize growth opportunities. By leveraging your strong analytical skills and management experience, you will challenge and influence your team to get the very best out of every hotel portfolio, ensuring pricing strategies are both innovative and effective. You are a self-motivated and resilient professional who thrives on delivering a positive impact through strategic projects. Communication is one of your core strengths; you can concisely present complex data and analysis to the Senior Team, providing clear rationales for strategy implementation. Proactive and flexible in your approach, you will act as a pivotal link between data-driven insights and real-world execution, driving the department forward through evidence-based decision-making. What are the extra benefits of working for Travelodge? Competitive Salary & Annualised Bonus Contributory pension scheme 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 A focus on learning and career development