Customer Experience Team Leader-Dubai Airport Customer Service

Customer Experience (CX) Team Leader
Make a difference every day

The Job 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 role is shift based to cover a ‎24/‎7 requirement.

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.

What we are looking for in our candidates
Communication & Influence - Engages and influences others by using a wide
range of communication methods and styles.
Customer Service – See those they interact with as customer and seeks to
identify and meet needs, taking swift action to resolve issues with integrity.
Judgement and Decision Making – Quickly recognizes and gets to grips with
increasingly complex scenarios.
Driving Growth & Innovation - Actively supports team members who initiate
change or take risks and seeks ways to increase the delivery of services,
being mindful of key financial indicators.

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
Arabic speaking is plus

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