Customer Experience Senior Team Leader - Subject to...

Make a difference every day

The Job Opportunity
We are looking for a CX Senior Team Leader to provide world class customer
service and to supervise the Operations teams and service partners in
delivering operational efficiency. The CX Senior Team Leader will manage
multiple zones and will control the flow of traffic through management and
leadership of the CX Team Leaders that reside in each zone. You will be
responsible to escalate any potential issues to the CX Operations Manager and
continually ensure team deployment matches the requirements.

CX Senior Team Leaders will supervise a large and diverse team and constantly
interact with customers, and internal and external service partners. A
friendly nature, positive outlook and great interpersonal skills are essential
to this role. 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
Responsible for customer service operations within multiple identified zones,
coordinating and ensuring that all areas are providing services aligned with
client outcomes, expectations and performance regimes
Monitoring and coordinating with other stakeholders to ensure that any
customer experience issues are resolved effectively.
Report and rectify any issues that occur with other stakeholders or
operational roadblocks that CX Team Leaders cannot manage
Assess the broader pictures of their areas of control and ensure compliance as
well as work with Team Leaders to manage changes
The role holder will guide, coach and mentor CX Team Leaders to build
successful and high performing teams and ensure that all required standards
and behaviours are successfully met.
Manage the operations team in performance management of teams and individuals
through regular performance reviews, training sessions and other development
activities.
Ensure the full operational team are trained and briefed on all requirements
of their role and function.

What we are looking for in our candidates
Always alert to the customer’s point of view and demonstrates a sense of
urgency.
Identifies problems within own area of remit and takes responsibility for
finding a solution regardless of the causes.
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.
Remains calm in uncertain or challenging situations and consistently behaves
in a manner that is acceptable to others.
Team leadership and management skills.

Specific requirements

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

Minimum of three (‎3) years as a team leader.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has
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
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.