Customer Experience Team Leader-Dubai Airport Custo

Dubai | Other

Customer Experience (CX) Team Leader

Make a difference every day


The Job 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 role is shift based to cover a 24/7 requirement.


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.


What we are looking for in our candidates

  • Communication & Influence -  Engages and influences others by using a wide range of communication methods and styles. 
  • Customer Service - See those they interact with as customer and seeks to identify and meet needs, taking swift action to resolve issues with integrity.
  • Judgement and Decision Making - Quickly recognizes and gets to grips with increasingly complex scenarios. 
  • Driving Growth & Innovation - Actively supports team members who initiate change or take risks and seeks ways to increase the delivery of services, being mindful of key financial indicators.


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


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. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


Join Us


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.


Take pride in what you do

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.

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Contract Type
Expiry Date
10/06/2023 02:53:00
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