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POSITION DESCRIPTION

Travel Team Leader

PURPOSE OF POSITION

To guide, coach and mentor your team members to achieve individual and team sales and service targets. To

contribute to the growth of RACT Travel Pty Ltd (RACT Travel) through the provision of high quality customer

service to RACT members and clients.

KEY RESPONSIBILITIES

Deliver exceptional and professional service to members and clients by identifying, responding to and

satisfying their needs in a timely manner.

Supervise the day to day operations of the office including but not limited to managing staff and

resources within your office; liaising with team members to ensure files balance, and that issues are

raised with Accounts team to resolve; ensure daily banking process is completed, and any

discrepancies resolved.

Coach and mentor all team members to develop their skills and increase business opportunities.

Actively seek new opportunities to increase RACT Travel’s customer base through participation in

community promotional activities and sponsored events.

Maintain an up to date knowledge of all products, services and systems to ensure provision of

superior service and maximise sales opportunities.

KEY RESULT AREAS

Key Result Area Performance Standard

Internal and External

Customers

Attend to enquiries accurately and in a timely manner, and provide

information and advice to members/clients on all travel related services.

Ensure all complaints, opportunities for improvement (internal & external)

and feedback from members/clients are communicated to a member of the

Travel Operations Team at the earliest opportunity to ensure they are

recorded in Solvit.

Contribute to the development of your team by displaying a positive and

enthusiastic attitude, showing support and involvement in all activities.

Undertake Performance Management process with your team in a timely

manner.

Act with a high level of confidentiality at all times.

Ensure that all team members forward Customer Quality Questionnaire to

their clients as required, and manage the feedback received.

People As an Accountable Person, responsible for the health and welfare of any

other person in the workplace in accordance with the Workplace Health &

Safety Regulations 1998, support RACT Travel’s goal of zero injuries by:

o identifying all hazards that arise or may arise and manage them to

minimise the risk;

o ensuring that any hazard, near misses and injuries are immediately

reported;

o investigating all reported incidents as appropriate to prevent a similar

occurrence;

o maintaining appropriate OH&S Management records;

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o ensuring that all staff, including contractors under local control, are

appropriately inducted;

o providing adequate supervision through technical guidance and

support;

o ensuring that regular team meetings include discussion on OH&S

issues.

Ensure personal presentation and that of the office reflects the corporate

image of RACT Travel.

Business Activity Support the RACT’s ‘One RACT’ culture by looking for opportunities to

provide our members/clients with exceptional service.

Support the RACT’s data quality goals by ensuring that, where appropriate

all member/client interactions include a review and update of their contact

details.

Seek opportunities to sell, cross-sell and up-sell to new and existing RACT

Travel and RACT members/clients.

Actively participate in ongoing product, system and sales training.

Ensure all daily transaction requirements, administrative tasks and other

duties are carried out in accordance with current company and legislative

practices and procedures.

Attendance and positive participation in Team Leader Meetings.

Maintain knowledge of current products and industry practices by attending

approved courses, seminars and familiarisation trips.

Arrange and participate in promotional activities eg film information

evenings, to maximise sales opportunities/referrals.

Profitability Achievement of team goals while working within budget parameters.

Issues from SAM Payments Due Report, Balance by Consultant Report,

Balance by Past Booking Report

Analysis of sales targets achieved compared with agreed targets for self

and team.

REPORTING RELATIONSHIPS

Reports to:

RACT Travel Sales Manager or in their absence RACT Travel General Manager

Direct Reports:

Team Travel Consultants

Internal:

Chief Operating Officer

RACT Travel support staff

Human Resources Manager – People and Policy issues

RACT Branch Team Leaders and staff

External:

Establish and maintain strong relationships with external business partners.

DELEGATION LEVELS

Financial:

In consultation with the RACT Travel Sales Manager develop and implement an annual budget for

your team. Continue to monitor and work within budget on an ongoing basis throughout the year.

Staffing:

Responsible for the general supervision of your team within the office.

Policy:

Responsible for ensuring that RACT Travel Policies & Procedures are communicated to team and

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followed.

Essential Criteria (required for entry into the role)

Knowledge, Skills & Abilities

Knowledge of fares and ticketing procedures

Knowledge of international travel products, geography and current affairs

Knowledge of ancillary services for example travel insurance, visa and vaccination requirements.

Competency in Global Distribution applications

Qualifications, Education & Training Requirements

Competence in GDS, Sabre Preferred

Competence in relevant reservation systems

Competence in Microsoft applications (Outlook, Word, Excel and Internet Explorer)

Experience

Minimum 4 years experience in international consulting

PERSONAL ATTRIBUTES

Results driven

Self motivated

Excellent communication skills

Positive

Enthusiastic

Strong desire to provide superior customer service

Openness to change

Effective listener

Ability to meet personal and team sales targets

Time Management skills

Ability to work with minimal direct supervision

CONDITIONS OF SERVICE

Special requirements: Drivers Licence

You may be required to work reasonable additional hours

outside core business hours to perform the duties of your role

which may include participating in client functions, expos and

training.

There is an expectation that you will attend RACT Travel’s

Annual Travel Conference which is a weekend event.

We have the right to amend the Position Description if required.