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Aps 6 - Administration And Customer Support Manager

Australian Government Department of Defence - South Townsville, QLD

Hospitality, Travel & Tourism
Source: uWorkin


  • $80,669 - $92,150 (plus Super)
  • Townsville - QLD

The Role
Defence Travel Services (DTS) facilitates a range of domestic and international official travel for Defence personnel. This work is largely performed using TRAX, a bespoke travel processing system. DTS also provides level 2 support for travel related customer queries, escalated by the Defence Service [Call] Centre and Customer Service Centres.

The TRAX Administration and Customer Support Manager, is responsible for two DTS teams, consisting of a total of nine staff, located in Townsville. This position reports to an Assistant Director located in Canberra.

This role is responsible for:

Managing and leading nine staff across two multifunctional teams.

  • Ongoing administration and reform of TRAX and DTS’ travel related forms.
  • Day-to-day relationship management of contracted TRAX sustainment and development personnel.
  • Management of the provision of 2nd level customer support for Defence travel queries.
  • Coordination of Quality Assurance of DTS’ processing of travel requests.
  • Coordination of business improvement/optimisation activities across DTS, the Defence Print Services team and two other customer focused Defence directorates.
  • Management of DTS’ business rules, TRAX user support material; and joint management, with the Defence Travel Policy Directorate, of Defence travel policy/guidance related knowledge articles.

About our Team
The Defence Travel Services (DTS) team, within the Directorate of Defence Print and Travel Services, facilitates domestic and international movements for Australian Defence Force members travelling for training and courses, conditions of service leave, crew change, and discharge travel. Further, DTS facilitates: domestic travel for new ADF recruits; long term overseas posting travel for Defence personnel; and overseas business travel for a number of Defence Groups’ personnel.

The DTS’ provision of travel services includes: booking the travel within Defence Policy using the Whole of Australian Government travel arrangements; calculating customers’ travel budgets; providing customers with travel itineraries, tickets and other travel documentation; and reconciliation and acquittal of travel documents and expenditure; and facilitating payment to the customer of approved travel related expenses where a Defence Travel Card cannot be used.

DTS also provides 2nd level customer support by responding to travel queries escalated by the Defence Service [Call] Centre and Customer Service Centres.

There are two Defence Travel Services operations centres, one in Townsville and the other in Canberra, and both are supported by a Canberra based Director and Assistant Director.

Our Ideal Candidate
To be successful in this role, you need to be able to:
  • Lead, manage, coach and develop staff working in two multifunctional teams and instill in them Defence’s Values and associated Behaviours
  • Quickly develop and/or maintain a thorough understanding of Whole of Australian Government and Defence travel policy, processes and tools.
  • Apply a customer/user centric approach to service delivery and business improvement activities.
  • Exercise your strong stakeholder engagement, communication and negotiation skills, and bring staff/stakeholders along with you on reform journeys.
  • Plan, coordinate and implement reform initiatives, innovation and business improvements in a collaborative, consultative and timely manner.
  • Manage and perform systems administration of DTS’ ICT applications and tools, including TRAX and travel related forms.
  • Demonstrate good attention to detail, excellent analytic and creative problem solving skills, and the ability to draw on pragmatic solutions.

South Townsville, QLD

Hospitality, Travel & Tourism


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