Customer Service Team Leader-Talent Pool - United Arab Emirates - Serco

    Serco
    Serco United Arab Emirates

    2 hours ago

    Description


    Customer Experience Team Leader
    Impact a better future 

    We are a multinational organization with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

    The role will be based in Abu Dhabi Airport subject to contract award.

    Your Opportunity  

    We are looking for Team Leader who will work as part of large and diverse teams and constantly interact with customers, and internal and external service partners.  The role is shift based to cover a 24/7 requirement. Appropriate uniform will be provided. CX Team Leader will report to CX Senior Team Leaders and hold responsibility to direct CX Team Members during the shift.  

    The ideal candidate should be of friendly nature, positive outlook and great interpersonal skills are essential to this role. 

    CX Team Leaders form a core part of the delivery team and will be responsible for team deployment within allocated zones in Abu Dhabi International Airport.

    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.
    • Plan and execute shift plans including break management and the redeployment of staff as and when require 
    • Support the operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
    • Ensuring 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.
    • Briefing and reporting. 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.
    • Conduct shift briefings at the start of every shift and ensure appropriate shift handovers
    • Conduct regular meetings and briefing with soft services and security guards.

    Specific Requirements

    • The job holder will be educated to a level of High School Diploma, General Education Degree or equivalent professional qualification. 
    • Team leadership and management skills. 
    • Knowledge of transport operations and security are essential
    • Minimum of three (3) years' experience in relevant industry specialism (i.e. Retail, F&B, Hotel, Hospitality)
    • Minimum of 1 year in Team Leader based roles in a relevant sector

    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. 

    Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit  for more information.

  • Lifeguard Talent Pool

    5 days ago

    Jumeirah United Arab Emirates

    We are building a Lifeguard Talent Pool for upcoming hiring across Dubai Holding Entertainment's water-based attractions. · Supervising guests in pools and water attractions. · Maintaining constant vigilance to prevent accidents. · ...

  • Technical & Safety Talent Pool

    6 days ago

    Jumeirah United Arab Emirates

    Job summary · Join us in delivering safe, seamless experiences across all attractions at Dubai Holding Entertainment. · We're building a talent pool of skilled professionals who keep our rides, facilities and guest areas operating at world-class standards. ...

  • UAE National Talent Pool

    1 week ago

    Wynn Al Marjan Island United Arab Emirates

    Join Wynn Al Marjan Island team as a server in this integrated resort offering 1,530 rooms and suites located on an island in the Arabian Gulf. · ...

  • Emirati Nationals Talent Pool

    6 days ago

    Jumeirah United Arab Emirates

    +Job summary · We are building a proactive network of talented Emirati Nationals who want to shape the future of entertainment, media, attractions and leisure in the UAE. · +ResponsibilitiesCorporate Functions: Finance, HR, Marketing Legal Procurement IT Strategy Business Support ...

  • Contact Centre Team Leader-Arabic Speaker-Talent Pool

    2 hours ago

    Serco United Arab Emirates

    We are a multinational organization with a global team of 50,000 colleagues. · ...

  • Executive - Sales (UAEN Talent Pool)

    5 days ago

    Dubai World Trade Centre United Arab Emirates

    This role will be responsible for identifying new business opportunities through research and networking as well as building and maintaining customer relationships to encourage repeat business. · ...

  • Executive - Interior Design (UAEN Talent Pool)

    5 days ago

    Dubai World Trade Centre United Arab Emirates

    This Executive – Interior Design position takes ownership of design execution and collaborates with designers to create solutions for clients. · ...

  • Manager - Brand Activation (UAEN Talent Pool)

    2 hours ago

    Dubai World Trade Centre United Arab Emirates

    Manage Product communication across the organization including creating excitement around new product/feature launches, channeling product feedback and managing issue resolution; · Represent BOARD MEETING Brand proposition externally and internally. Evangelize customers, partners ...

  • Coordinator - Fleet Management (UAEN Talent Pool)

    2 hours ago

    Dubai World Trade Centre United Arab Emirates

    Coordinate Fleet Management activities to ensure efficient vehicle schedules and driver performance. · Manage vehicle schedules to meet operational demands. · Monitor vehicle utilization and identify opportunities for improvement. · ...

  • Contact Centre Operator-Arabic Speaker-Talent Pool

    2 hours ago

    Serco United Arab Emirates

    Contact Centre Operator to respond to requests directed to the Helpdesk and deliver client service by taking inbound calls. · Attend to calls and requests using the switchboard, radio system or email. · Answer calls within agreed KPIs and handle queries efficiently. · Prioritize ...

  • Emirati Talent

    5 days ago

    DP World United Arab Emirates

    We invite you to join our Future Career Opportunities Talent pool designed to connect exceptional Emiratis with roles across departments. · Diverse Roles: Finance, Marketing, IT, Operations HR · Career Growth: Entry-level roles to senior management · Tailored Opportunities: Your ...

  • Manager-Leadership -UAE

    1 week ago

    Alshaya UAE

    +Job summary · To strategically manage the flow of talent within the organization at CL C & above. · +Lead the end-to-end resourcing process for executive and critical leadership roles (CL C and above), from MRF approval to offer, partnering with Hiring Managers and P&C to build ...

  • Guest Experience

    6 days ago

    Jumeirah United Arab Emirates

    We're building a pool of passionate customer-focused talent who want to create unforgettable experiences for our guests. · F&B Attendants  · Chefs · Guest Services Associates · ...

  • Senior Manager Talent Managment

    2 days ago

    Hapag-Lloyd United Arab Emirates

    To embed and sustain the existing Talent and Leadership framework in RME. · Embed and sustain the existing global/regional Talent framework across RME. · Talent Framework Embedment & Governance Translate framework insights into clear talent actions aligned to business priorities ...

  • Sales Development Program Manager

    2 weeks ago

    Only for registered members United Arab Emirates

    This position manages a strategic program vital to sales success, · identifying and nurturing talent for team growth. · Collaborate with leaders on sourcing and onboarding talent, · enhancing capabilities continuously. ...

  • Senior Human Resources Business Partner

    2 days ago

    Hapag-Lloyd United Arab Emirates

    HR Business Partner supporting the region's growth and transformation agenda. · ...

  • Role in General Engineering

    1 week ago

    EMAAR United Arab Emirates

    This Engineering function is responsible for maintenance and planning across the hotel to ensure full availability and serviceability of hotel facilities and to minimise disruption for guests. · Key responsibilities include overseeing all repair work, preventative maintenance and ...

  • Role In General Recreation

    1 week ago

    EMAAR United Arab Emirates

    +This role is to ensure exceptional Guest Experiences in a highly empowered environment. · +Ensure all operational tasks are conducted in line with the service standards and procedures. · Ensure a safe and guest experience. · Go the extra (s)mile where possible. · Prevent complai ...

  • Role in General Engineering

    1 week ago

    EMAAR United Arab Emirates

    +Job summary · About this function: This Engineering function is responsible for maintenance and planning across the hotel to ensure full availability and serviceability of hotel facilities. · +QualificationsCertification in Maintenance Engineering or related Technical field. · 1 ...

  • Recreation Supervisor at InterContinental Fujairah Resort

    1 week ago

    IHG United Arab Emirates

    +The Recreation Supervisor oversees the daily operations of our recreation facilities, ensuring exceptional guest experiences and high safety standards. · ...

Jobs