Aps 4 - Assistant Team Leader - Defence Travel Services

4 days ago

Campbell, Australia Australian Government Full time

$79,176 - $86,438 + up to 15.4% Superannuation
- Campbell Park - ACT, Laverton - VIC, Melbourne CBD - VIC, Townsville - QLD

**The Role**
Assistant Team Leaders in Defence Travel Services are responsible for:

- Assisting APS3 Service Delivery Officer (SDO) staff with issues that arise when administering travel requests and responding to travel queries escalated by the Defence Call Centre;
- Training and coaching SDOs; performing quality assurance checks of completed travel requests;
- Administering more complex travel and service delivery requests;
- Assisting the APS 5 Team Leader with investigating customer and stakeholder queries/complaints; and
- Covering unplanned short-term Team Leader absences.

**About our Team**
Defence Travel Services (DTS) facilitates domestic and international travel for Australian Defence Force personnel, for the following purposes: training and courses, conditions of service leave, other short-term duty, and discharge travel. Further, DTS facilitates travel for new ADF recruits and APS graduates, personnel going on long term overseas postings, and some international short-term official travel. In addition, DTS provides level 2 support to Defence personnel by responding to travel related queries escalated by the Defence Service [Call] Centre and Customer Service Centres.

Facilitation of domestic and international travel, includes the following:

- Validating key information provided with travel requests;
- Coordinating travel bookings;
- Calculating travel expense budgets and allowances;
- Facilitating payment of allowances, where applicable;
- Issuing consolidated travel itineraries with confirmed travel and expense budget details;
- Acquitting travel expenses where DTS has made payments for customers’ travel; and
- Where applicable adjusting budgets/allowances associated with After Travel Certification.

We are seeking a highly motivated individual, who has a positive attitude, an excellent work ethic and can meet the following requirements:

- Proven ability to successfully coordinate and assist in the management of a team in a process driven environment;
- Has experience in coaching and training staff;
- Demonstrates ability to understand and explain policy and processes;
- Uses a customer centric approach to service delivery;
- Has very good customer and stakeholder engagement and communication skills;
- Demonstrates exceptional attention to detail, and strong analytic and problem solving skills;
- Travel industry or administration experience;
- Proven ability to work collaboratively with team members and stakeholders to ensure service delivery outcomes are to a high standard and achieved in a timely manner; and
- Ability to adapt to change in a positive and flexible manner.

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