Travel and Accommodation Team Leader
- Lead a high-performing Service Desk team delivering travel and accommodation solutions.
- Oversee high volume travel booking requests and manage communication processes.
- Analyse call centre data to improve performance and enhance customer experience.
ESS provides multi-service capability to major companies and organisations operating in remote sites, gold mines and coal fields. We provide vital workplace support for people working in some of the most isolated terrains in the world, from oil rigs in the North Sea to gold mines in the Australian Outback.
The Position
Lead a high-performing Service Desk team in our Brisbane Head Office at Cannon Hill, delivering travel and accommodation solutions for remote sites across Australia. This exciting 9-month fixed-term opportunity offers the chance to drive team performance, enhance service excellence, and support continuous improvement while leading a dedicated team in a fast-paced, customer-focused environment.
- Oversee high volume travel booking requests for flights and accommodation
- Manage process for communicating outage/emergency activities to the organisation
- Liaising with relevant travel and accommodation stakeholders including airport and village management
- Working in a team to meet agreed service levels
- Analyse call centre data, and focus on improving performance and processes to better support customers
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience
The Person
- Previous experience working in the travel and accommodation industry is essential
- Previous experience as a Team Leader, Supervisor or Manager highly regarded
- Previous experience in a facilities management service desk position is desirable
- Knowledge of software packages such as INX, SAMs, Avantik, Service Now or Serko
- Ability to work flexible hours and available to be on call over weekends/public holidays as ecessary
- A high level of communication (both verbal and written)
- Good diagnostic skills and the ability to problem solve
The Benefits
You will have the support, infrastructure, systems and processes you would expect from a global organisation. As an employer of choice, we recognise high performance and foster individual development. Additionally, our employees enjoy the following benefits;
- Immediate access to 100+ retail discounts accessible from your mobile
- Multiple salary packaging options to help your dollar go further
- Health and wellbeing employee benefits to help look after you
- Recognition programs including service and safety awards, regular team events, site-based benefits and company discounts.
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