Cx Team Leader

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Serco Plc Full time
Customer Experience Team Leader
Make a difference every day

Your Opportunity

We are looking for a CX Team Leader to provide world class customer service and to assist the Operations teams and service partners in delivering operational efficiency.

The team leader role plays a vital support to the Operations Team in delivering the operational plan. They are responsible for helping coordinate the activities of Frontline CX Team members.


This is a great opportunity to join our team and provide world class customer service in one of our airport contracts.

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.

This role would suit those with prior customer service experience at an airport, preferably in Abu Dhabi.

Key Accountabilities

Guide, coach and mentor team members to build successful and high performing teams and ensure that all required standards and behaviours are successfully met.

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 client operational team and the 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 operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.

Ensure 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.

Support the operations team in preparing reports and briefings, gathering and recording required information and ensuring all required administrative tasks are accurately completed.

Specific Requirements
Educated to a level of High School Diploma, General Education Degree or equivalent professional qualification.
Minimum of one (1) year in Team Leader based roles in a relevant sector, ideally in aviation
Team leadership and management skills

Ability to demonstrate 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.

What's in it for you?

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization.

We are proud to offer a total reward package at Serco which includes:

Competitive monthly pay that are commensurate with the role and industry standards
Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing
We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards
Company accommodation and transportation to site provided
We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones
We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture

We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.

As a global organization, we offer a vast array of career paths for our employees to choose from.

The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.

Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual.

We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.


Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

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