Job Description

Make a difference every day

The Job Opportunity
We are looking for a CX Senior Team Leader to provide world class customer service and to supervise the Operations teams and service partners in delivering operational efficiency. The CX Senior Team Leader will manage multiple zones and will control the flow of traffic through management and leadership of the CX Team Leaders that reside in each zone. You will be responsible to escalate any potential issues to the CX Operations Manager and continually ensure team deployment matches the requirements.

CX Senior Team Leaders will supervise a large and diverse team and constantly interact with customers, and internal and external service partners. A friendly nature, positive outlook and great interpersonal skills are essential to this role. 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.

Key accountabilities
Responsible for customer service operations within multiple identified zones, coordinating and ensuring that all areas are providing services aligned with client outcomes, expectations and performance regimes
Monitoring and coordinating with other stakeholders to ensure that any customer experience issues are resolved effectively.
Report and rectify any issues that occur with other stakeholders or operational roadblocks that CX Team Leaders cannot manage
Assess the broader pictures of their areas of control and ensure compliance as well as work with Team Leaders to manage changes
The role holder will guide, coach and mentor CX Team Leaders to build successful and high performing teams and ensure that all required standards and behaviours are successfully met.
Manage the operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
Ensure the full operational team are trained and briefed on all requirements of their role and function.

What we are looking for in our candidates
Always alert to the customer\xe2\x80\x99s point of view and demonstrates a sense of urgency.
Identifies problems within own area of remit and takes responsibility for finding a solution regardless of the causes.
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.
Remains calm in uncertain or challenging situations and consistently behaves in a manner that is acceptable to others.
Team leadership and management skills.

Specific requirements

The job holder will be educated to a level of High School Diploma, General Education Degree or equivalent professional qualification.

Minimum of three (3) years as a team leader.

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.

Join Us
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.