Job Description

Customer Service Advisor - 6 month FTC



Find where you belong!



Are you passionate about providing excellent customer service? Do you enjoy problem solving and paying close attention to the small details that make a big difference?



Do you have an instinctive desire to help others whilst demonstrating a passion for achieving results?



If yes, our Customer Service Advisor position might be the right next move for you.




What's it all about?



You will be confident in exercising initiative, ownership and responsibility when dealing with customer complaints. Delivering a first time resolution for all customer contacts received via the web portal, email, letter, live chat and telephone.



You will be responsible for handling sensitive customer information in a confidential manner, adhering to PCI compliancy requirements and build strong relationships with our customers.



You will need to be intuitive in identifying repeat business opportunities when resolving cases. Make sure outcomes and responses to customers meet with defined brand standards, focusing on quality at all times (spelling, grammar, personalisation etc) meeting an average closure rate of 1.2 or less.



You will report any trends or repeat issues at hotel level identified through complaint investigations to Team Managers. It is imperative that you are able to remain calm under pressure, be professional and use attention to detail in processing high profile refunds. The person in this role will be responsible for ensuring all resolutions are fair, provide support and guidance to our hotel teams to ensure consistency between Customer Services and Operations. You will work with enthusiasm to achieve closures per hour targets to support the overall team KPIs: Productivity, Quality, First time Resolution and Refunds Budget.



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?



You will be confident in your communication skills, work well under pressure, hold a genuine enthusiasm and have a can-do attitude. You will be an active listener and enjoy using your problem solving skills.



In addition to succeed in this role you will bring your passion for excellent Customer Service and desire to work in a fast paced, target driven environment. You will be computer literate and have Microsoft Office package experience.




What are the extra benefits of working for Travelodge?


Salary up to 25,727.50 6 month Full time FTC contract or Permanent Full time position available Working 5 days a week across Monday - Friday with a rota for 1 in 3 Saturdays. Hybrid working - a minimum of 60% of your time will be spent in the office after passing your probation period. 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