Customer Experience Team Leader

Customer Experience Team Leader (UAE National) - Talent Pool

Make a difference every day

Your Opportunity 

We are looking for a Customer Experience Team Leader to support us in providing a world class customer service to all passengers travelling through Dubai Airports and to assist the Operations teams and service partners in delivering operational efficiency. The team leader role plays a vital support to the Dubai Airports Operations Team in delivering the operational plan. You will be responsible for helping coordinate the activities of Frontline Customer Experience Team members across the DXB and DWC terminal campus areas.

As a Customer Experience Team Leader, you will be reporting to the Customer Experience Supervisor, while you have the responsibility to direct Customer Experience Team Members during the shift. The ideal candidate should have the ability to communicate effectively, sees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity, and always alert to the customer’s point of view and demonstrates a sense of urgency

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
• Arabic speaking is plus

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 

• 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 

• 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. 

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.