Senior Executive - Service Excellence - Dubai Holding Community Management

Dubai Holding; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A premium community management services provider in Dubai seeks a Senior Trainer - Customer Care to design and deliver training programs for customer service staff. The ideal candidate will have significant experience in training and a deep understanding of customer service best practices. This role aims to enhance service quality and improve customer satisfaction, offering a collaborative work environment with competitive benefits.

Benefits

Competitive compensation

Career development opportunities

Collaborative work environment

Qualifications

• 5-7 years of experience in training and development with a focus on customer service.
• Experience in designing and delivering training programs.

Responsibilities

• Design and develop training programs for customer care professionals.
• Deliver training sessions and workshops.
• Support performance coaching and quality assurance.
• Maintain and update training materials.

Skills

Presentation skills

Facilitation skills

Communication skills

Analytical skills

Attention to detail

Problem-solving orientation

Education

Bachelor’s degree in Communications, Education, Business Administration

Tools

Microsoft Office Suite

Learning Management Systems

Job description

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

About the Role:

The Senior Trainer - Customer Care is responsible for designing, developing, and delivering comprehensive training programs for customer care professionals within Dubai Holding Community Management. This role ensures that all customer-facing staff possess the necessary knowledge, skills, and behaviors to deliver exceptional customer experiences, adhere to service standards, and effectively utilize customer service tools and systems. The Senior Trainer will play a key role in enhancing service quality, improving customer satisfaction, and supporting the continuous professional development of the customer care team.

The main duties and responsibilities of this role:

1. Training Program Design & Development:

• Design and develop engaging and effective training curricula, modules, and materials for various customer care topics, including product knowledge, service standards, communication skills, conflict resolution, and system usage.
• Conduct training needs assessments (TNA) to identify skill gaps and areas for improvement within the customer care team.
• Incorporate adult learning principles and innovative training methodologies (e.g., e-learning, blended learning, simulations) into program design.

2. Training Delivery & Facilitation:

• Deliver high-quality training sessions to new hires (induction/onboarding) and existing customer care staff, ensuring consistent understanding and application of learned concepts.
• Facilitate interactive workshops, coaching sessions, and refresher training programs to reinforce learning and address performance gaps.
• Adapt training delivery methods to suit diverse learning styles and group dynamics.

3. Performance Coaching & Quality Assurance Support:

• Collaborate with team leaders and supervisors to identify individual and team performance gaps, providing targeted coaching and feedback.
• Support quality assurance efforts by reviewing customer interactions (e.g., call monitoring, ticket review) and providing constructive feedback for improvement.
• Contribute to the development of quality assurance standards and evaluation criteria for customer interactions.

4. Content Management & Updates:

• Maintain and regularly update all training materials, knowledge bases, and standard operating procedures (SOPs) to reflect changes in products, services, policies, and systems.
• Ensure training content is accurate, relevant, and easily accessible to the customer care team.

5. Reporting & Evaluation:

• Track and report on training effectiveness using relevant metrics (e.g., post-training assessments, performance improvement, customer satisfaction scores).
• Provide insights and recommendations to management on training outcomes and areas for further development.

6. Cross-functional Collaboration:

• Collaborate with other departments (e.g., Community Management, IT, Marketing, Technical) to gather information for training content and ensure alignment of service delivery.
• Work closely with HR and L&D teams on broader organizational training initiatives.

7. Health, Safety, and Environmental (HSE) Responsibilities:

• Ensure full compliance with DHCM’s Health, Safety, and Environmental (HSE) Policy, governance framework, and standards by conducting all tasks according to HSE procedures, attending mandatory training, actively reporting hazards, near misses, or incidents, and utilizing appropriate Personal Protective Equipment (PPE) as identified in risk assessments.

About you:

• Qualifications & Experience:
• Bachelor’s degree in Communications, Education, Business Administration, or a related field.
• Minimum of 5-7 years of progressive experience in training and development, with at least 3 years specifically in customer service or call center training.
• Proven track record in designing, developing, and delivering effective training programs.
• Strong understanding of customer service best practices, call center operations, and customer experience principles.
• Experience with learning management systems (LMS) and e-learning authoring tools is a plus.
• Experience in the real estate, property management, or community management industry is highly desirable.
• Skills:
• Exceptional presentation, facilitation, and public speaking skills.
• Strong instructional design and content development abilities.
• Excellent communication and interpersonal skills, with the ability to engage and motivate diverse audiences.
• Strong analytical skills for conducting TNA and evaluating training effectiveness.
• Problem-solving orientation and attention to detail.
• Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel).
• Coaching and feedback delivery skills.

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai