Operations Support Administrator

Job Description

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Helloworld Travel currently employs people across Australia, New Zealand, Fiji and Greece. Through this talented group of people, the company supports an extensive network of travel agencies.

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Working at Helloworld Travel is dynamic, fast-paced and rewarding. Whether you work in retail, wholesale, shared services, tour operations, logistics, our DMC brands, or air tickets consolidation, you will be supporting a business whose goal is to make sure our customer's travel journeys are memorable.

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This role will be a part of our Mobile Travel Agents (MTA) division, located on the Gold Coast.

About the Role \n

Based on the Gold Coast, the main objective of this role is to provide efficient operational and administrative support to MTA Advisors and internal stakeholders. the Operations Support Administrator will also ensure the accurate processing of travel-related transactions, maintenance of trip file records, timely resolution of enquiries, and delivery of professional front-of-house and office administration services that contribute to the effective operation of the business.

Key Responsibilities \n

As one of our Operations and Support Administrators for MTA, your daily tasks will involve:

Office Administration \n

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• Greet and assist office visitors in a professional, friendly, and courteous manner.
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• Manage incoming telephone calls, directing enquiries to the appropriate team member and taking messages where required.
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• Monitor and distribute incoming email enquiries to the appropriate department or team member.
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• Coordinate office maintenance requests and liaise with building management, contractors, and service providers as required.
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• Assist with office administration tasks, document management, mail handling, and general support activities to ensure the smooth operation of Head Office.
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• Provide support to Corporate Advisors with Tramada enquiries and operational assistance.
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• Respond to phone and email enquiries from Advisors in a professional, polite, and efficient manner.
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• Assist Advisors with commission-related queries, including payment discrepancies or delays, and work towards prompt resolution.
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• Refer Advisor needs, concerns, issues, or supplier-related matters to the Team Leader or Operations Manager where appropriate to ensure timely and effective outcomes.
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• Participate in Operations Support team meetings, contributing ideas, feedback, and continuous improvement initiatives.
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• Undertake special projects and additional duties as required.
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• Work collaboratively with internal stakeholders to support operational efficiencies and service delivery.
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Compliance & Continuous Improvement \n

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• Operate in accordance with company policies, procedures, systems, and guidelines.
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• Ensure the confidentiality and security of all sensitive information, including databases, passwords, client information, financial records, and Advisor details.
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• Ensure visitors to Head Office, including MTA Advisors, do not access company systems, records, or confidential information.
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• Ensure appropriate file notes are maintained within the travel management system to support team collaboration and continuity of service.
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• Maintain and enhance product knowledge, technological capability, and system proficiency to maximise service quality and efficiency.
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• Identify opportunities for process improvements and contribute to operational best practice.
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Team Contribution \n

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• Actively contribute to a positive team environment and support overall workplace harmony and company wellbeing.
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• Work cooperatively with colleagues to ensure operational support coverage during business hours.
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• Support the achievement of team objectives through a collaborative and customer-focused approach
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Qualifications & Experience \n

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• Previous experience in an administrative, operational support, customer service, or travel industry role.
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• Strong attention to detail with demonstrated accuracy in data entry and record management.
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• Excellent verbal and written communication skills, with the ability to build positive relationships with internal and external stakeholders.
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• Ability to manage competing priorities and work effectively in a fast-paced environment.
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• Intermediate computer skills, including proficiency in Microsoft Office applications and business systems.
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• Commitment to maintaining confidentiality and handling sensitive information appropriately.
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• Experience using travel industry systems, including Tramada or similar travel management platforms.
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• Understanding of travel industry supplier payment processes and travel booking administration.
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• Experience supporting travel advisors, consultants, or similar customer-facing professionals.
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• Knowledge of financial administration processes, including payment processing and reconciliations.
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• Certificate or tertiary qualification in Business Administration, Travel & Tourism, Customer Service, or a related discipline.
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Other Considerations: \n

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• Helloworld Travel is an equal employment opportunity employer and does not tolerate workplace discrimination, bullying or harassment. As a people leader, you will ensure that you uphold our values, demonstrate strong leadership, and foster an environment that values diversity and opportunity.
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Please note that the successful applicant will be required to undergo a police check as part of our recruitment process.

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