Customer Experience Team Leader - Dubai Airports

About the role

Serco is recruiting a Customer Experience Team Leader to support world-class customer service for passengers travelling through Dubai Airports and to help Operations teams and service partners deliver operational efficiency. The role supports the Dubai Airports Operations Team in delivering its operational plan and coordinates frontline Customer Experience Team members across the DXB and DWC terminal campus. It is shift-based to cover a 24/7 requirement and is based at Dubai Airports.

Key responsibilities

• Deploy team members within zones and lead the team, guiding, coaching and mentoring them to meet required standards and behaviours
• Execute the staff deployment plan for every shift so all positions are resourced in a timely and compliant way
• Stay in constant contact with the Dubai Airports team in the terminal and the airport control centre to optimise resource use
• Plan and run shift plans, including break management and staff redeployment
• Support performance management through regular reviews, training and development activities, and make sure every member is fully trained and competent in their assigned tasks
• Help prepare reports and briefings, gather and record information and complete administrative tasks accurately

Required profile

• High School Diploma, General Education Degree or equivalent professional qualification
• Industry experience in retail, F&B, hotel, airport or hospitality is essential
• Knowledge of airport operations and security is essential
• Team leadership and management skills
• Effective communication, customer focus and a sense of urgency