Customer Service Manager

Job Description

Find where you belong!

Do you enjoy leading teams to deliver outstanding customer experiences in a fast-paced, target-driven environment? Are you motivated by using data and insight to shape strategy and drive real operational improvements? If yes, our Customer Service Manager position might be the right next move for you.

This is a 12 month Fixed Term Contract.

Your Purpose

In this role, you'll take ownership of a dynamic, target-driven environment, leading and inspiring a team of advisors and team leaders to consistently deliver exceptional customer experiences. You'll create a culture where performance and quality go hand in hand, ensuring every interaction meets agreed service levels while maintaining a seamless, consistent approach for customers.

You'll empower your teams to proactively engage with customers, while working closely with automation and wider business teams to improve efficiency and drive smarter ways of working. You'll also oversee social media operations, manage refund budgets with a focus on cost control, and use customer feedback and data to generate insights that influence business decisions. Working collaboratively with central reservations and key stakeholders, you'll play a vital role in shaping operations and continuously improving the customer journey.

Your Strengths

You have proven experience managing teams in a customer-facing or call centre environment, with the confidence to lead in a fast-paced setting. You communicate effectively at all levels, building strong relationships across the business, and bring a calm, professional approach to resolving customer concerns. Experience with commerce or booking systems is an advantage.

Your Perks

• Salary up to £44,000 & Annual Bonus
• Contributory pension scheme
• Hybrid working - a minimum of 60% of your time should be spent in the office
• 50% personal discount for hotel bookings and great friends and family discounts too!
• 25 days holiday + bank holidays, increasing with length of service

Why Travelodge?

At Travelodge, we're more than just a Hotel brand; we're a community where you can truly be yourself and belong. Through our "Better Me" initiative, we prioritise your total wellbeing-emotional, physical, financial, and professional-while actively celebrating the diversity that makes our teams stronger. If you're a results-driven individual who pays attention to the little things and genuinely cares about people, you'll fit right in.