Operations Supervisor

**ABOUT US**
APT Travel Group - We are a world leading travel company, passionate about helping travellers explore cultures, experience places, and connect with others, to live an enriched life.

*
THE ROLE - Based in Cheltenham, Melbourne*
- Create a culture of high performance and innovation within the Australian Operations team.
- Lead the team and motivate them to achieve outstanding customer service results in line with relevant targets
- Work closely with the Head of Australian Operations to develop suitable team and individual Key Result Areas (KRA’s) in line with the overall business objectives. Work with team members to conduct monthly catch-ups to assist the overall team to meet the agreed KRA’s
- Conduct regular performance reviews and coordinate individual development plans to achieve individual growth and employee satisfaction
- Ensure the Australian Operations Team are achieving agreed targets through the annual internal staff surveys
- Coordinate action plans to achieve targets, and where necessary improve results of internal staff surveys
- Oversee the selection and recruitment of Operations staff as required
- Manage relationships with Product Teams, external suppliers and Coach Operators
- Coordinate the setting of agreed customer service targets across relevant touring programs
- Monitor the results of customer service delivery via customer and crew feedback, as well as on-tour monitoring and take action to address any components that require improvement

*
ABOUT YOU*
- 5 years + experience in a similar role
- Degree or equivalent qualification in a relevant discipline
- Contribute to the development and implementation of the company’s overall strategic business plan
- Skillset aligned to the ATG Leadership Capability Framework for this position
- Demonstrated ability to effectively conceive, develop and manage projects and budgets
- Consulting, negotiation, conflict resolution and facilitation skills
- Ability to analyse and evaluate customer service delivery
- Ability to communicate effectively with internal and external stakeholders and other cultures and languages
- Excellent leadership and management skills
- After Hours Emergency Phone - participate in the weekly roster to carry the “after hours emergency phone” therefore providing emergency support to passengers and staff outside normal business hours when they call the advertised emergency support line.
- Destination knowledge across all APT destinations
- Ability to travel

*
OUR VALUES*
Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.
- **Genuine service** - We genuinely care about the experience we create for our guests, trade partners and internal stakeholders
- **Better together** - We are better when we connect and collaborate, valuing all opinions
- **For tomorrow** - We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the long-term view over short-term benefits
- **Celebrate the moments** - We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all

*
WHAT WE OFFER*
- Experience first hand what we offer our guests on with familiarisation trips
- Flexible workplace with hybrid working model
- 4 weeks’ annual leave per year plus a bonus week if requirements are met
- Chance to give back via our workplace giving initiatives through our One Tomorrow Foundation
- Wellbeing program and learning & career development opportunities
- Highly engaged and supported team, fantastic company culture
- Onsite parking, close to public transports, shops, cafes and Southland

*
APPLY TODAY*

**Job Types**: Full-time, Permanent