Customer Experience Team Leader - Talent Pool

About the role

A multinational organisation operating in the Transport, Defence and Advisory sectors in the Middle East is recruiting a Customer Experience Team Leader for Abu Dhabi Airport, subject to contract award. The role is shift-based to cover a 24/7 requirement, works in large and diverse teams with customers and internal and external partners, and reports to CX Senior Team Leaders. An appropriate uniform is provided.

Key responsibilities

• Guide, coach and mentor team members so that standards and behaviours are met
• Execute the staff deployment plan for every shift and liaise with the client operational team and control centre
• Plan and run shift plans, including breaks and staff redeployment
• Support performance management through regular reviews, training and development
• Ensure all team members are fully trained and competent in their assigned tasks
• Support preparation of reports and briefings, complete administrative tasks and conduct shift briefings and handovers
• Hold regular meetings and briefings with soft services and security guards

Required profile

• Friendly nature, positive outlook and strong interpersonal skills
• High School Diploma, General Education Degree or equivalent professional qualification
• At least 3 years' experience in a relevant industry such as retail, F&B, hotel or hospitality
• At least 1 year in a team leader role in a relevant sector

Required skills

• Team leadership and management skills
• Knowledge of transport operations and security