The key duties of the position include The Role APS 3 Level Service Delivery Officers within Defence Travel Services perform a variety of travel administration tasks, including: Registering, booking and amending domestic or international travel; Engaging with customers when travel requests have missing or incorrect information; Finalising travel itineraries; Facilitating travel benefits payments; Acquitting travel bookings transactions in CMS; Processing After Travel Certifications received from customers that require raising a debt or additional payment of travel benefits; and Responding to travel queries escalated by 1800DEFENCE and yourcustomer.service@defence.gov.au; and receiving live transfers for urgent Level 2 travel queries. You will work independently and be accountable for achieving your deliverables. You will exercise both initiative and judgement in the interpretation of Defence and Whole of Australian Government policy and in the application of practices and procedures. If you are ready to: Jump into a role where you are constantly learning and are encouraged to be your best Be customer focused - able to hear the voice of the customer and drive improvements in service delivery Adapt to change and fluctuating priorities in a positive and flexible manner. About our Team Defence Travel Services (DTS) facilitates domestic and international travel for Australian Defence Force personnel, for the following purposes: training and courses, conditions of service leave, other short-term duty, and discharge travel. Further, DTS facilitates travel for new ADF recruits and APS graduates, personnel going on long-term overseas postings, and some international short-term official travel. In addition, DTS provides level 2 support to Defence personnel by responding to travel related queries escalated by the Defence Service [Call] Centre and Customer Service Centres. Facilitation of domestic and international travel includes the following: Validating key information provided with travel requests; Coordinating travel bookings; Calculating travel expense budgets and allowances; Facilitating payment of allowances, where applicable; Issuing consolidated travel itineraries with confirmed travel and expense budget details; Acquitting travel expenses where DTS has made payments for customers' travel; and Where applicable adjusting budgets/allowances associated with After Travel Certification. Our Ideal Candidate Our ideal candidate puts people first and understands that achieving great results means balancing empathy with clear, practical and policy-based communication. Successful candidates will be able to apply their learned knowledge to anticipate needs of customers and take initiative in finding appropriate solutions. If you enjoy solving problems, thinking creatively, and bringing positive energy to your work, this role will be a great fit for you. Our ideal candidates possesses curiosity, a strong work ethic, and a drive to make a meaningful impact within the team. We are seeking highly motivated individuals, who meet the following: Excel in working in ambiguous and rapidly changing environments Are self-motivated and organised Thrive in a high tempo environment and adapt to changes as they occur Have resilience and personal drive Manage competing priorities and meet deadlines while maintaining attention to detail You may be required to communicate with, respond and provide advice to a range of stakeholders on moderately complex operational and administrative issues
