Travel And Accommodation Team Leader

Company Description

Do you have a passion for shaping and influencing company culture? If so, we want you to join our team!

Are you a passionate people leader who enjoys supporting and developing a team to excel in a fast-paced customer-focused environment?

Sodexo has an exciting opportunity for an experienced Team Leader to lead our centralised Travel and Accommodation Team, based in Balcatta.

The team is responsible for arranging village rooms and booking flights to various sites across the Pilbara region for Sodexo employees travelling to Site to support client operations. The team is part of our broader Australian Command Centre, providing front line services and customer support.

You will be responsible for providing leadership and direction to your team of five Flights and Accommodation Coordinators; supporting, developing, and managing the team to achieve results and provide service excellence. You will be supported by the Travel and Accommodation Manager in terms of learning systems, process, and workflows. Once you are fully onboarded you will be the point of contact in the absence of the Travel and Accommodation Manager, as 'second in charge'.

This position is office based, Monday to Friday (38-hour week) but will be the escalation point across weekends and evenings, on occasion.

Responsibilities of the role:

Team Management

• Manage the day-to-day operations and output of the team.
• Ensure processes are correctly and consistently followed by all team members.
• Provide coaching in the areas where support is required to adhere to process and correct use of systems.
• Ensure timely, effective, and efficient service is provided to all customers via effective communication.
• Be hands on and jump in to help the team where necessary.
• Manage resource and rostering to ensure effective coverage.
• Conduct regular 1-1's and coaching to support employee development and maintain strong engagement.
• Monitor and measure performance output and proactively address training needs or performance issues.

Customer Service

• Lead by example to provide quality customer service and responsiveness.
• Effectively manage escalations and complex issues autonomously.
• Ensure service standards and processes are followed and evolved to meet and exceed business needs.
• Monitor performance effectiveness and conduct quality assessments.

General

• Maintain up to date knowledge of processes and advocate process updates and changes.
• Establish and maintain effective cross functional stakeholder relationships.
• Assist with the review and development of processes and systems to support ongoing continuous improvement.
• Assist with month end and performance reporting as required.
• Assist with client related matters and unplanned events e.g. grounded flights/strike impacts.
• Support the Travel and Accommodation Manager with project activities as required.

Who are we looking for?

We're looking for someone who thrives in a fast-paced, high-volume environment, where customer focus is paramount.  People and leadership skills are essential, and experience in a similar role or environment is desirable, however, so long as you have transferable skills to manage a team, full training will be provided.

You will be invested in supporting your team and the business to deliver great service and strive for ongoing improvement. You have excellent time management and prioritisation skills, can work independently, and communicate with stakeholders at all levels.  You are pragmatic and demonstrate excellent initiative, accountability, and problem-solving skills. You have an aptitude for identifying ways to improve consistency and efficiencies.

Qualifications

To be successful, you'll need:

• Minimum of 2 years' experience directly managing people in a team environment - Essential.
• Previous experience/understanding of site related operations (energy and resources) or mobilisation of resource to site - Desirable.
• Travel process and systems knowledge and experience - Desirable.

Ability to:

• Guide and empower team members to follow process correctly and consistently.
• Identify process failure points and make recommendations for improvements.
• Trouble shoot issues and work collaboratively to reach solutions with a sense of urgency.
• Demonstrate a positive, helpful pragmatic approach, consistently.
• Understand key stakeholder requirements and build relationships.
• Effectively manage own and the team's achievement of performance KPI's and service deadlines.
• Prioritise effectively and remain calm under pressure.

Along with:

• Well-developed leadership skills to empower and drive team success.
• Customer focussed.
• Great communication both verbal and written.
• Self-awareness and curiosity to learn and improve.
• Self-motivated, honest, and flexible with a professional work ethic.

Additional Information

Why choose Sodexo?

Sodexo is a people business, employing over half a million people worldwide and thousands here in Australia. Our employees, who personify Sodexo's unique values of Service Spirit, Team Spirit and Spirit of Progress, are our greatest asset through their commitment and dedication.  We believe the more diverse we are, the stronger we are. No matter your background, we will do all we can to help you thrive. We are committed to promoting equal opportunities, valuing diversity, and creating an inclusive working environment for all our employees.

At Sodexo, we are a proud Equal Opportunity Employer and encourage applications from all applicants regardless of age, race, sex, ethnicity, religion and beliefs and people with disabilities.

We offer a competitive salary, many development opportunities and an outstanding benefits and recognition program!

How to apply?

If you are interested in joining the Sodexo team and meet the minimum criteria outlined above, please apply with your resume detailing relevant employment experience and availability.

One of our friendly recruiters will contact shortlisted candidates for a phone interview. This will also be your opportunity to ask any questions you may have.

Submit your application today and become part of the Sodexo family!