Guest Relations - Priority Complaints Advisor

At Whitbread, our guests and our people are at the heart of everything we do. Our Premier Inn Guest Relations Team, play a crucial role in protecting guest loyalty, supporting our operational teams and ensuring every escalated contact is handled with care, clarity and professionalism.

As a Priority Complaints Advisor, you will be part of a small team of customer service specialists that manage complex and priority guest issues across the Whitbread brands, providing world class service to our external guests and internal teams. You’ll be accountable for providing excellent professional support in dealing with complex and priority issues for our guests and supporting the wider Guest Support function to ensure all contacts are resolved efficiently, effectively and within the department’s service level commitment.

• Professional and efficient management of complex and priority Guest complaints and feedback within the agreed Service Levels.
• Recover serious complaints, protecting Whitbread’s public and brand reputation.
• Use up to date expert product & service knowledge in supporting, Guest Support, Premier Inn & Restaurant Teams to deliver excellent guest outcomes at all times.
• Provide guidance and direction on how to deal with difficult guest scenarios ensuring achieved outcomes are in line with Premier Inn’s vision.
• Engage Support Function Managers and Operational Leaders as appropriate in dealing with Escalated Complaints to expedite positive outcomes.
• Obtain and evaluate all relevant information required to handle enquiries and complaints to prevent future reoccurrence.
• Ensure all contacts are updated against the correct guest records for continuity of feedback handling.
• Ensure wherever possible, guests are fully satisfied with the resolution of their complaints, using agreed Premier Inn & Restaurant guidelines and use your initiative and judgement to solve problems.
• Use the systems and tools available to prevent escalated complaints.
• Work closely with Managers and front-line teams in advising on and resolving guest complaints as necessary.

• Previous Customer Service Experience with a strong understanding of Premier Inn’s service recovery standards
• Brilliant complaint resolution skills, accustomed to dealing with challenge to products and services.
• High standard of both verbal & written communication, with good data capture and administration skills.
• Good listening skills, Strong interpersonal skills, ability to remain calm, confident and knowledgeable under pressure, positive team player.
• Evidence of regularly spotting opportunities and acting on them to improve processes in own work area.
• Previous experience within a contact centre environment would be advantageous, but we’re open to candidates with strong transferable customer service experience.

In this role, you’ll help turn difficult situations into opportunities by recovering loyalty, protecting our brand and supporting teams across the UK. You’ll build specialist expertise, strengthen key relationships and play a meaningful part in shaping exceptional guest experiences at Premier Inn.

If you’re passionate about delivering world‑class service and thrive in a fast-paced, thoughtful and people-focused environment, we’d love you to be part of the team.