Purpose of Role

We are seeking an Avenir Team Leader, with the location flexible between Australia and Singapore.

Avenir is Direct Travel’s next-generation corporate travel service, combining a modern booking platform (powered by Spotnana) with high-touch, concierge-level support.

As Team Leader, you will lead a team of Corporate Travel Consultants, providing day-to-day direction, coaching and support to deliver an outstanding experience for every client.

Working closely with the Avenir Hub Manager, you will ensure accurate, cost-effective and policy-compliant travel arrangements across multiple markets, languages and time zones.

Key Objectives of Role

- Know the client: Build strong relationships with Avenir clients and understand their needs and expectations.
- Deliver the service: Coach the team to meet client SLAs across phone, email and chat.
- Support the team: Provide operational guidance and resolve client-specific and platform-related questions.

Focus of Role

- 50% Supervisory: team leadership, rostering, shift planning, meetings and performance reviews.
- 40% Operational: hands-on booking support, servicing, changes and escalations.
- 10% Administration: reporting, refunds and manual processing.

Key Roles & Responsibilities

Service Delivery

- Lead the team to achieve contractual service levels and maintain high-quality standards.
- Ensure concierge-level service for Avenir clients, including VIP requests.
- Oversee accurate and policy-compliant travel arrangements.
- Maintain professional communication and effective handovers between servicing hubs.

Clients, Escalations & Avenir Platform





- Act as the escalation point for client service and platform issues.
- Resolve complaints, disputes and operational challenges.
- Support client implementations and go-live readiness.
- Share client feedback and platform improvement recommendations.

Operational Control & Continuous Improvement

- Plan rosters and shifts, including weekend coverage.
- Monitor operational quality, productivity and service performance.
- Review reports, refunds, cancellations and outstanding actions.
- Identify opportunities for process improvements.

People Leadership

- Coach, mentor and motivate team members.
- Support training plans, performance reviews and development.
- Foster a positive, cooperative and high-performing team culture.

Key Experience, Knowledge & Skills

Essential

- Experience leading or coaching teams in a corporate travel environment.
- Strong travel industry knowledge, including international pricing rules.
- Practical knowledge of one or more GDS.
- Excellent verbal and written communication.
- Robust decision-making, problem-solving and organizational skills.
- Ability to motivate teams and manage deadlines.
- Flexibility to work shifts, including weekends.
- Good knowledge of Outlook and Microsoft platforms.

Desirable

- Knowledge of Avenir (powered by Spotnana); training will be provided.
- Additional language skills in French, Spanish, German or Portuguese.

Leadership Attributes & Qualities

Strong customer focus, commercial awareness, strategic thinking, team leadership, integrity and a passion for delivering results.

To apply, please email *****@atpi.com.

📌 Team Leader, Avenir – Australia
🏢 ATPI
📍 Australia