Customer Experience Team Leader - Talent Pool (Dubai, AE, S71231)

Serco
Dubai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Team leadership","Communication","Coaching","Mentoring","Performance management","Customer-focused","Issue resolution","Integrity","Sense of urgency","Training and briefing","Reporting","Attention to administrative detail"]

Lead frontline customer experience for passengers across Dubai Airports, supporting operational efficiency and the delivery of the operational plan. Coordinate and deploy Customer Experience Team members across terminal zones, direct staff during shifts, and execute staff deployment with compliance and timely resourcing. Coach, mentor, and support performance management, training, and briefing/reporting to ensure teams are fully trained and equipped to resolve issues with integrity and urgency.

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FursaFursa
Serco
Serco
5 hours ago

Customer Experience Team Leader - Talent Pool (Dubai, AE, S71231)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead frontline customer experience for passengers across Dubai Airports, supporting operational efficiency and the delivery of the operational plan. Coordinate and deploy Customer Experience Team members across terminal zones, direct staff during shifts, and execute staff deployment with compliance and timely resourcing. Coach, mentor, and support performance management, training, and briefing/reporting to ensure teams are fully trained and equipped to resolve issues with integrity and urgency.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Coordinate activities of Frontline Customer Experience Team members across Dubai Airports terminal areas (DXB and DWC).
  • •Direct Customer Experience Team Members during shifts and support the Customer Experience Supervisor.
  • •Deploy teams within zones and execute the staff deployment plan for each shift with compliant, timely resourcing.
  • •Guide, coach, and mentor team members to build high-performing teams and meet required standards and behaviours.
  • •Support terminal operations with performance management, training, briefings, and reporting to complete administrative tasks accurately.

Key Requirements

  • •Educated to High School Diploma, General Education Degree, or an 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, or hospitality is essential.
Experience:AirportHospitalityRetailF&BHotel
Education:High School
Skills:Team leadershipCommunicationCoachingMentoringPerformance managementCustomer-focusedIssue resolutionIntegritySense of urgencyTraining and briefingReportingAttention to administrative detail

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn