Customer Experience Team Leader

Customer Experience Team Leader - Subject to Contract Award
Make a difference every day

The Job Opportunity
We are looking for a CX Team Leader to provide world class customer service
and to assist the Operations teams and service partners in delivering
operational efficiency. The team leader role plays a vital support to the
Operations Team in delivering the operational plan. They are responsible for
helping coordinate the activities of Frontline CX Team members.

This is a new opportunity to join our team and provide world class customer
service in one of our new, large and open public venue. You will be working
part of a large and diverse team where you will constantly interact with
customers in a collaborative and fun working environment.

Serco delivers essential public services to customers in the UAE on behalf of
governments, semi-governments, and large private corporations.

This is a subject to contract award role.

Key accountabilities

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.

The role holder will remain in constant liaison with the client operational
team and the 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 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.

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.

What we are looking for in our candidates
Team leadership and management skills.
Sees those they interact with as customers and seeks to identify and meet
needs, taking swift action to resolve issues with integrity. Always alert to
the customer’s point of view and demonstrates a sense of urgency.
Demonstrates proactive team working and collaboration with others, role
modelling the belief that the whole of the team is greater than the sum of
individual efforts.
Actively works towards ambitious personal goals, demonstrates enthusiasm and
energy toward all aspects of work. Shows drive to make a difference to others
at work.

Specific requirements

The job holder will be educated to a level of High School Diploma, General
Education Degree or equivalent professional qualification.

Minimum of one (‎1) year in Team Leader based roles in a relevant sector.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an
important role to play.
https://www.serco.com/me

We are a team of ‎50,000 people responsible for delivering essential public
services around the world in areas including defence, transport, justice,
immigration, healthcare and citizen services. We are innovators, committed to
redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee
Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and
SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who
are passionate about diversity, inclusion and belonging.

Take pride in what you do
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 www.serco.com/careers for more information.