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.
