The role is shift based to cover a 24/7 requirement, based in Dubai Airports.

Key Accountabilities

CX Team Leaders form a core part of the delivery team and will be responsible for team deployment within the zones.

Team leadership. 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. Remain in constant liaison with the Dubai Airports team in the terminal and the airport 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 Terminal 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.

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 airport operations and security are essential

Customer service experience

Industry experience in Retail, F&B, Hotel, Airport, hospitality is essential

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 and allowances that are commensurate with the role and industry standards