Job Description

Make a difference every day

Job Opportunity
Serco\xe2\x80\x99s Customer Experience Managers\xe2\x80\x99 will retain accountability for the overall delivery of world class customer service and they will be the central point of contact for Serco\xe2\x80\x99s Customer Experience Senior Team Leaders and will be empowered to make decisions that will either enhance the service.

The Customer Experience Manager will manage multiple locations of service delivery and will be fully accountable for the operational team and delivery of KPIs in line with client requirements.

This is a new opportunity to join our team and provide world class customer service in one of our new, large and open public venue. You will be working part of a large and diverse team where you will constantly interact with customers in a collaborative and fun working environment.

Serco delivers essential public services to customers in the UAE on behalf of governments, semi-governments, and large private corporations.

This is a subject to contract award role.

Key accountabilities
Responsible for the holistic management of frontline customer service operations within assigned contract.
Processing and analysing CX Senior Team Leader and Team Leader data flows; ensuring appropriate deployment of resources aligned to agreed operational roster and requirements.
Interface with the client to develop and implement operational initiatives to continually enhance levels of customer service delivered
Maintaining high level operational stakeholder engagement to ensure operations align with stakeholder expectations at all times
Responsible for regular performance analysis and reporting and examining and determining short, medium and long-term objectives and KPI\xe2\x80\x99s
Manage escalations from CX Senior Team Leaders on shift, identifying trends and driving continuous improvement of the customer experience
Report and rectify any issues that occur with other stakeholders or operational roadblocks that CX Senior Team Leaders cannot manage
The role holder will guide, coach and mentor CX Senior Team Leaders to build successful and high performing teams and ensure that all required standards and behaviours are successfully met.
Core remit to ensure the regular gathering of customer insights, feedback and information aimed at driving improvements in customer service experience
Ensure the full operational team are clear on the vision and understand their role in delivering world class customer service

What we are looking for in our candidates
Team leadership and management skills.
Sees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity. Always alert to the customer\xe2\x80\x99s point of view and demonstrates a sense of urgency.
Supports the development of colleagues through the provision of timely and constructive feedback and by willingly sharing own skills, knowledge and networks.
Demonstrates proactive team working and collaboration with others, role modelling the belief that the whole of the team is greater than the sum of individual efforts.

Essential technical and professional skills
The job holder will have 5 years minimum experience in a Management role and 8 years experience in customer service
The job holder will be educated to a level of High School Diploma, General Education Degree or equivalent professional qualification.
Knowledge of operations and security are essential

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has important role to play.
https://www.serco.com/me

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.

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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. To view all internal opportunities, log into MyHR online.