Customer Experience Team Leader - Abu Dhabi, United Arab Emirates - Serco Plc
Description
Make a difference every dayThe Job 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 new opportunity to join our team and provide world class customer service in one of our new, large and open public venue.
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.
Serco delivers essential public services to customers in the UAE on behalf of governments, semi-governments, and large private corporations.Key accountabilities
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.
The role holder will remain in constant liaison with the client operational team and the control centre to ensure the optimum utilization of resources.
Support the operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
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.
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.
Sees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity.
Always alert to the customer's point of view and demonstrates a sense of urgency.Demonstrates 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.
Actively works towards ambitious personal goals, demonstrates enthusiasm and energy toward all aspects of work. Shows drive to make a difference to others at work.Specific requirements
The job holder will be educated to a level of High School Diploma, General Education Degree or equivalent professional qualification.
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.
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.
Join Us
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability).
Take pride in what you do
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