Customer Service Team Leader-Talent Pool

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 www.serco.com/careers for more information.