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Customer Experience Team Leader-Dubai Airport Customer Service

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Serco

9d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Facilities Management
  • Dubai

AI generated summary

  • You need a high school diploma or equivalent, team leadership skills, airport operations knowledge, customer service experience, and a background in retail, F&B, hotel, or hospitality.
  • You will lead and mentor team members, manage staff deployment and shift plans, ensure training competency, and support reporting and performance management activities.

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

Responsibilities

  • 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.

FAQs

What are the primary responsibilities of the Customer Experience Team Leader?

The primary responsibilities include guiding, coaching, and mentoring team members, coordinating team activities, executing staff deployment plans, supporting performance management of teams, ensuring training and competency of team members, and preparing reports and briefings.

What qualifications are required for the Customer Experience Team Leader position?

The job holder should be educated to a level of High School Diploma, General Education Degree, or equivalent professional qualification, along with team leadership and management skills, knowledge of airport operations and security, and customer service experience.

Is experience in a specific industry required for this role?

Yes, industry experience in Retail, F&B, Hotel, Airport, or hospitality is essential.

What is the work schedule for this position?

The role is shift-based to cover a 24/7 requirement at Dubai Airports.

What benefits does Serco offer to its employees?

Serco offers a competitive monthly pay, comprehensive medical and life insurance, competitive leave benefits, an annual airfare allowance for expats, access to wellbeing programs, and opportunities for career growth regionally and globally.

Are there opportunities for career development within Serco?

Yes, Serco provides a vast array of career paths and opportunities for growth and variety in career progression for employees.

How does Serco ensure a supportive work environment?

Serco fosters a positive Safety-First culture, values diversity, and is committed to creating an inclusive environment that respects and celebrates the perspectives and backgrounds of every employee.

What is the process for applying for this position?

Candidates can apply for the position by visiting www.serco.com/careers for more information on the application process.

Does Serco have a commitment to equal employment opportunities?

Yes, Serco is committed to Equal Employment Opportunities and creating an inclusive workplace environment for all employees.

How does Serco prioritize colleague well-being?

Serco cares deeply about its colleagues' well-being and offers access to various well-being programs and platforms to support their physical, mental, and emotional health.

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Serco

Technology
Industry
10,001+
Employees

Mission & Purpose

Serco is one of the world’s largest providers of public services to Governments, employing over 50,000 people in over 20 countries. The services we provide are often of critical importance to the communities and nations we serve. Providing public services is one of the most satisfying and rewarding careers you can have. You have an ability to make a real positive difference to people’s lives and to the safety and security of your community and country. Serco operates in five sectors of public-service provision: Health, Transport, Justice & Immigration, Defence and Citizens Services. Sometimes we are supporting people at troubled times in their lives, be they unemployed, refugees fleeing persecution, or in prison. In other parts of our business we are running some of the most advanced train services in the world, delivering essential support to armed forces, keeping hospitals safe and running 24x7, and providing environmental services. Serco is a business where people and values matter. We have a strong public service ethos, and we employ people who want to make a positive difference to other people’s lives. We operate in North America, UK, Europe, Middle East, Hong Kong, Australia and New Zealand, and we encourage people to develop their careers moving both between different businesses and countries. And as a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled leaders is insatiable, and few companies can offer as many opportunities for people to grow their careers. We are looking for people to join Serco who share our desire to make a positive difference, the confidence to work as part of a team, the insight to spot the opportunity to do things better, and, importantly, the ability to take the initiative and put great ideas into practice wherever they are needed.

Culture & Values

  • Trust

  • Care

  • Innovation

  • Pride