Customer Experience Team Leader - Talent Pool

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

Job Description:

Customer Experience Team Leader - Talent Pool
Impact a better Future

Serco:

At Serco, we bring together the right people, technology, and partners to deliver innovative solutions that impact a better future.

We have been operating in the Middle East since 1947 and have a profound understanding of the region.

With over 4,500 colleagues here, we support governments across defence, space, transport, emergency services, justice and migration, and other vital public services. Our core capabilities span service design and advisory, customer experience, complex programme management, systems integration, and asset and facilities management, alongside environmental and case management services.

Guided by our unique service model, we work together with clients and partners to achieve long-term visions and tackle some of the world’s most complex challenges.

+impact:

+impact, Serco’s advisory business, specialises in operational transformation and advisory services for government, critical national infrastructure, and regulated business.

We bring real-world front-line operating experience and practical insights drawn from successfully delivering the most complex contracts and service solutions around the world.

We help our customers set-up and transform their operations by optimising efficiency, improving the service experience and attaining best in class safety and environmental performance. Our practice areas include organisation resilience, experience design, operational and digital transformation, asset & facilities management, HSQ and sustainability.

Our work ensures a positive impact where it matters most.

We’re different because we do.

Your Opportunity

We are looking for a Customer Experience Team Leader to support us in providing a world class customer service to all passengers travelling through Dubai Airports and to assist the Operations teams and service partners in delivering operational efficiency. The team leader role plays a vital support to the Dubai Airports Operations Team in delivering the operational plan. You will be responsible for helping coordinate the activities of Frontline Customer Experience Team members across the DXB and DWC terminal campus areas.

As a Customer Experience Team Leader, you will be reporting to the Customer Experience Supervisor, while you have the responsibility to direct Customer Experience Team Members during the shift.The ideal candidate should have the ability to communicate effectively, sees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity, and always alert to the customer’s point of view and demonstrates a sense of urgency

The role is shift based to cover a 24/7 requirement, based in Dubai Airports.

Key Accountabilities

• CX Team Leaders form a core part of the delivery team and will be responsible for team deployment within the zones.
• Team leadership. The role holder will guide, coach and mentor team members to build successful and high performing teams and ensure that all required standards and behaviours are successfully met.
• The role holder will execute the staff deployment plan for every shift ensuring all required positions are resourced in a timely and compliant manner. Remain in constant liaison with the Dubai Airports team in the terminal and the airport control centre to ensure the optimum utilization of resources. Plan and execute shift plans including break management and the redeployment of staff as and when required.
• Support the Terminal operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
• Ensuring that all team members are fully trained and briefed on all requirements of their role and function. Team members may be deployed to conduct a wide variety of tasks and the team leader must ensure all staff are fully competent to perform any role they are deployed to carry out.
• Briefing and reporting. Team leaders will support the operations team in preparing reports and briefings, gathering and recording required information and ensuring all required administrative tasks are accurately completed.

Specific Requirements

• The job holder will be educated to a level of High School Diploma, General Education Degree or equivalent professional qualification.
• Team leadership and management skills.
• Knowledge of airport operations and security are essential
• Customer service experience
• Industry experience in Retail, F&B, Hotel, Airport, hospitality is essential

Join Us

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual.We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit careers.serco.com for more information.

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