Airport Customer Experience Team Lead (24/7 Shifts)

VIVO Defence Services; Dubai; On-site; AED 167,000 - 257,000; Full time

Job summary

Serco is seeking a Customer Experience Team Leader to support world-class customer service for passengers traveling through Dubai Airports. You will coordinate Frontline CX Team members across the DXB and DWC terminal campuses and report to the Customer Experience Supervisor.

The role requires effective communication, a customer-first mindset, and the ability to resolve issues swiftly with integrity. The position operates on a 24/7 shift schedule in Dubai.

Qualifications

• Education to High School Diploma or equivalent.
• Proven team leadership and people management skills.
• Knowledge of airport operations and security is essential.
• Customer service experience in relevant sectors is desirable.
• Experience in Retail, F&B, Hotel, Airport or hospitality industries is a plus.

Responsibilities

• Lead CX team deployment within DXB and DWC zones.
• Coach and mentor team members to high performance.
• Plan shift deployments and redeploy staff as needed.
• Support operations with performance reviews and training.
• Prepare reports and briefings for operations.

Skills

Team Leadership

Customer Service

Airport Ops Knowledge

Security Awareness

Education

High School Diploma

Job description

Serco is seeking a Customer Experience Team Leader to support world-class customer service for passengers traveling through Dubai Airports. You will coordinate Frontline CX Team members across the DXB and DWC terminal campuses and report to the Customer Experience Supervisor.

The role requires effective communication, a customer-first mindset, and the ability to resolve issues swiftly with integrity. The position operates on a 24/7 shift schedule in Dubai.